AccountId: 011433970860
ContactId: 123bdb50-cbb7-466a-a88a-a955807f2bf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140190 ms
Total Talk Time (AGENT): 17649 ms
Total Talk Time (CUSTOMER): 24985 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/123bdb50-cbb7-466a-a88a-a955807f2bf8_20250501T22:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I have been talking to Tora [PII], but I was trying to find out, OK my name is [PII].
[CUSTOMER][NEUTRAL] And uh, I misplaced my policy number. I, I, I wanna have that again and then I was trying to find out how far do you go back on your wellness.
[CUSTOMER][NEUTRAL] Yeah, if you want a claim.
[AGENT][NEUTRAL] To do, um, OK, so you're needing your policy number and as far as filing claims, um, you can file them for as long as the policy was active. There is no timely filing limit or anything like that so I can get that pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You don't hear
[CUSTOMER][NEGATIVE] You got me on hold.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.