AccountId: 011433970860
ContactId: f715e097-b167-4131-9c4a-dcbd51209693
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 29500 ms
Total Talk Time (AGENT): 16209 ms
Total Talk Time (CUSTOMER): 17948 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/f715e097-b167-4131-9c4a-dcbd51209693_20250221T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking to? How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII] [PII]. I want to ask a question. Do y'all represent Pan American Assurance Company?
[AGENT][NEUTRAL] No, we're American life. No, we don't.
[CUSTOMER][NEUTRAL] Life can.
[CUSTOMER][POSITIVE] OK, alright, OK, I was just like trying to get get to the right place. Thank you, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, and is there anything else I can help you with? What was your name?
[CUSTOMER][NEUTRAL] Not a thing, not a thing, appreciate it, thank you ma'am mhm bye bye.
[AGENT][POSITIVE] OK. All right. You're welcome. Have a good day, sir. Bye-bye.