AccountId: 011433970860
ContactId: 28dbcf1c-cd4a-4b5c-9e01-43046705640a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67980 ms
Total Talk Time (AGENT): 23899 ms
Total Talk Time (CUSTOMER): 18280 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/2025/06/02/28dbcf1c-cd4a-4b5c-9e01-43046705640a_20250602T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Excuse me, yes, ma'am. I have been trying to get an accident claim form mailed to me ever since March, and I've called this makes the 3rd time I still haven't received one.
[AGENT][NEUTRAL] Oh goodness, I'm sorry. OK, so we have sent or sent in them to you but you just haven't received them, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, yeah, let's verify of course I'm sure they already have but just for good measure we'll go ahead and verify that um the address we have for you is correct and we also have the option of uh sending it to you uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Send it to me what?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh man.