AccountId: 011433970860
ContactId: 3263134d-750d-4aa7-afb4-f4be992466fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178850 ms
Total Talk Time (AGENT): 22490 ms
Total Talk Time (CUSTOMER): 31958 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/3263134d-750d-4aa7-afb4-f4be992466fa_20250106T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes ma'am, I'm trying to upload my files that were missing that made me get denied on my last claim and it's saying it keeps saying submitting.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it says call and hit option 4 for any further help.
[AGENT][NEUTRAL] OK, so it's giving you an error when you're trying to submit it?
[CUSTOMER][NEUTRAL] Yeah, it came up
[CUSTOMER][NEGATIVE] Having technical difficulty to contact the phone number.
[AGENT][NEUTRAL] OK, I see, um, let's see we can go through and verify um a few little steps that um might be able to easily resolve that. Let's see, uh, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello?