AccountId: 011433970860
ContactId: 074eac29-1e27-497e-bf7e-1464d0ad04c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99930 ms
Total Talk Time (AGENT): 4529 ms
Total Talk Time (CUSTOMER): 42880 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/074eac29-1e27-497e-bf7e-1464d0ad04c3_20250213T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I was just, uh, filing a claim.
[CUSTOMER][NEUTRAL] Uh, for wellness claim and it's different than when I did it before and I think, well.
[CUSTOMER][NEUTRAL] OK, there's a claim I need help. Um.
[CUSTOMER][NEUTRAL] Because I did it, I saw the form and then I uploaded documents and so I got two different number OSC numbers.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So am I supposed to do both up like upload the form and
[CUSTOMER][NEUTRAL] Um, the documentation, I mean, are you supposed to get two different.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] Numbers claim numbers.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Did I hang up?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello. I can't hear you.