AccountId: 011433970860
ContactId: 3dab895c-1d8d-4da7-b09b-89d982fb783b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97720 ms
Total Talk Time (AGENT): 28109 ms
Total Talk Time (CUSTOMER): 31658 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/2025/04/24/3dab895c-1d8d-4da7-b09b-89d982fb783b_20250424T18:15_UTC.wav
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[CUSTOMER][NEUTRAL] And because it's not.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Um, hi, I was calling about, uh, my, uh, claim.
[CUSTOMER][NEUTRAL] And it was closed out, uh, I believe because it said that I didn't send all the information that y'all needed, but I believe I did send all the information.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Um, I don't.
[AGENT][NEUTRAL] You OK, so I, we can definitely no you're fine um so we can definitely get clarification on that on what uh information might be missing from that, um, so you believe you sent it all at the same time that this denied, is that correct?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK and then just so that you are aware it doesn't necessarily close um it does it might just say denied um as it's missing information but that doesn't mean you can't.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] 6.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Shoot.