AccountId: 011433970860
ContactId: 2eb34df3-5a0f-40f0-85c8-e116e8c20716
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192690 ms
Total Talk Time (AGENT): 21742 ms
Total Talk Time (CUSTOMER): 49461 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/2eb34df3-5a0f-40f0-85c8-e116e8c20716_20250115T17:18_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I, I got, um, I, I, I joined a year ago, a, uh, uh, uh, American public life in, uh, the cancel policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And and uh cancel that.
[CUSTOMER][NEUTRAL] Uh, sent me a letter yesterday indicating that
[CUSTOMER][NEUTRAL] Indicating that uh
[CUSTOMER][NEUTRAL] They indicated non-covered uh events at the position, you know.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Um, what did the letter say? I'm sorry, it indicated what now?
[CUSTOMER][NEUTRAL] What explanation of benefits. I got the phone yesterday.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] For a claim
[CUSTOMER][POSITIVE] For a claim that I found my wife [PII] as love.
[AGENT][NEUTRAL] OK, I'm sorry, the connection seems a little bit, uh, broken. Um, we can take a look at that letter, um, and I'll, I'll be sure to, uh, explain it to you. What was your name?
[CUSTOMER][NEUTRAL] Look, [PII] I M.
[CUSTOMER][NEUTRAL] 3 L
[CUSTOMER][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] Hello?