AccountId: 011433970860
ContactId: 1b8aa2c2-4837-45a5-bd76-4653c17d4d90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83650 ms
Total Talk Time (AGENT): 17926 ms
Total Talk Time (CUSTOMER): 24758 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/1b8aa2c2-4837-45a5-bd76-4653c17d4d90_20250611T13:57_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII], and I was calling to see, I had faxed some papers off on Monday and I was trying to see if you guys have received them.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] 02271513
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] It'll be under [PII]. You're welcome.
[AGENT][NEUTRAL] I'm sorry, hit the mute button, um.
[AGENT][NEUTRAL] I show the claim received and it's in line for processing.
[CUSTOMER][NEUTRAL] OK, and it was all, it was two facts altogether?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Have a great day. You too, bye bye.