AccountId: 011433970860
ContactId: 41840e75-729a-4669-8cf5-29ba338239ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103260 ms
Total Talk Time (AGENT): 12501 ms
Total Talk Time (CUSTOMER): 26700 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/41840e75-729a-4669-8cf5-29ba338239ff_20250528T21:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII].
[CUSTOMER][NEUTRAL] I'm calling because I do some claims and.
[CUSTOMER][NEUTRAL] Do you guys send me a um uh
[CUSTOMER][NEUTRAL] Please request more information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You request more information, but I send all the information I have, I send it to you.
[AGENT][NEUTRAL] OK, so we're just needing clarification on what kind of information we're needing further.
[CUSTOMER][NEUTRAL] Yeah, something like that, something like this, but I don't know if, what kind of information.
[AGENT][NEUTRAL] Yeah, OK. Yeah, yeah.
[AGENT][POSITIVE] Definitely I can get that pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK