AccountId: 011433970860
ContactId: 03484904-b64b-4eb5-8321-598f81f7878e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 54959 ms
Total Talk Time (AGENT): 30259 ms
Total Talk Time (CUSTOMER): 22908 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/03484904-b64b-4eb5-8321-598f81f7878e_20250225T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I don't need you to is [PII].
[AGENT][NEUTRAL] You don't need me, OK.
[CUSTOMER][NEUTRAL] Did they move the accident, um, hospital indemnity?
[AGENT][NEUTRAL] Uh, I
[CUSTOMER][NEGATIVE] I hope not.
[AGENT][NEUTRAL] Then no, um, actually the hospital accident indemnity is gonna be under claim support now.
[CUSTOMER][NEUTRAL] Claim support.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And how do I do that or do that um I am?
[AGENT][NEUTRAL] No, um, you.
[CUSTOMER][NEUTRAL] And we do chat, I mean.
[AGENT][NEUTRAL] Uh, on, on the phone you're going to, uh, do the quick connects and then click on claim support.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Claim support. All right, cool beans. Thank you. Have a great one. All right, bye.
[AGENT][NEUTRAL] Uh-huh. OK.
[AGENT][POSITIVE] You're welcome. You too, [PII]. Bye-bye.