AccountId: 011433970860
ContactId: 068ba8ba-c983-4d31-a934-26898d16e90e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80720 ms
Total Talk Time (AGENT): 8831 ms
Total Talk Time (CUSTOMER): 36913 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/068ba8ba-c983-4d31-a934-26898d16e90e_20250319T20:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][NEUTRAL] Hi [PII] how are you?
[CUSTOMER][POSITIVE] Hey, I'm good. How about you?
[AGENT][POSITIVE] Good thanks.
[CUSTOMER][NEUTRAL] OK. Um, I have a member on the line that, um, she has a, a disability policy and she has submitted a claim, it was denied. So she submitted an appeal, it was denied. And she's asking, can she send another appeal, how many appeals can she send or what else can she do about this?
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] I believe
[CUSTOMER][NEUTRAL] Hello, Ms. [PII], you still there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, Ms. [PII], I cannot hear you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hm, I'm gonna try to call back. I, I cannot hear you.
[CUSTOMER][NEUTRAL] OK one moment.