AccountId: 011433970860
ContactId: 38451719-f82d-48b7-8d7a-36669614bcc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84989 ms
Total Talk Time (AGENT): 14936 ms
Total Talk Time (CUSTOMER): 14096 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/38451719-f82d-48b7-8d7a-36669614bcc4_20250502T15:38_UTC.wav
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[AGENT][NEUTRAL] APL1 hearings.
[CUSTOMER][NEUTRAL] Hi, I'm looking for the claims department, please.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's fine. I thought I could do.
[AGENT][NEUTRAL] An internal, but it's gonna make me.
[AGENT][NEUTRAL] Number directly.
[CUSTOMER][POSITIVE] Do you want me to call a different number? I'm happy to do that.
[AGENT][NEUTRAL] No, you're fine. Give me one second.
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling ATL. This is [PII].
[CUSTOMER][NEUTRAL] Hello?