AccountId: 011433970860
ContactId: 3529da04-ff79-4620-8f7a-84b6bfb7adbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123150 ms
Total Talk Time (AGENT): 36589 ms
Total Talk Time (CUSTOMER): 47859 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/3529da04-ff79-4620-8f7a-84b6bfb7adbc_20250613T18:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is Ay. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there. I need to file a claim and I've been through the entire website, but I have no idea which claim form to use.
[AGENT][POSITIVE] OK. Yes, ma'am. I can assist you first. Can I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEGATIVE] OK, hold on. You're breaking up really badly. My name is [PII]
[AGENT][NEUTRAL] OK. And a good callback number, please?
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] What's a good callback number just in case we disconnected?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now can I get the policy number, please?
[CUSTOMER][NEUTRAL] I cannot understand you. Um, can you call me back on this number and see if the connection is better?
[AGENT][NEUTRAL] And yes, you said your number is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, ma'am. I'll try to call you right back.
[AGENT][NEUTRAL] Yes, ma'am. Did you hear me? I'll try to call you right back.
[CUSTOMER][NEGATIVE] Yeah, no, I, you're breaking up really bad.
[AGENT][POSITIVE] Yes, I will try to call you back.
[CUSTOMER][POSITIVE] OK all right thank you very much.
[AGENT][POSITIVE] Hm. You're welcome.