AccountId: 011433970860
ContactId: 3b55319b-d5e8-4285-a0e5-9d9a35e1dbc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 33220 ms
Total Talk Time (AGENT): 9737 ms
Total Talk Time (CUSTOMER): 19680 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/3b55319b-d5e8-4285-a0e5-9d9a35e1dbc4_20250221T21:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I was calling for two things. One is to check on, um, I saw that my claim was finalized, and I was just gonna check on and see um if the payment was sent out.
[AGENT][NEUTRAL] I can help you with that. And do you have your policy number available?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hold on just a second. RN.
[AGENT][NEUTRAL] OK.