AccountId: 011433970860
ContactId: 3fee8b88-e38e-4632-8e5d-e56ba7f81bc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 44279 ms
Total Talk Time (AGENT): 12788 ms
Total Talk Time (CUSTOMER): 14354 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/3fee8b88-e38e-4632-8e5d-e56ba7f81bc5_20250403T14:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APC. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. How are you? My name is [PII]. Uh, I would ask about a claim.
[CUSTOMER][NEUTRAL] We send for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], thank you. Are you calling from?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Are you calling from a provider's office, [PII]?
[CUSTOMER][NEUTRAL] Sorry?