AccountId: 011433970860
ContactId: 41e17c9d-bf0d-4910-b738-16f79d9134b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 50979 ms
Total Talk Time (AGENT): 14908 ms
Total Talk Time (CUSTOMER): 28200 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/41e17c9d-bf0d-4910-b738-16f79d9134b2_20250411T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello there. My name is [PII] and I am trying to get a claim started with you guys. Is there any way that you can look and tell me if um
[CUSTOMER][NEUTRAL] You received all my paperwork?
[AGENT][NEUTRAL] OK, so you had sent in claim information you just wanna make sure that we received that, is that correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][POSITIVE] OK, yeah, I can check that for you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][NEUTRAL] Yes, uh first name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And last name is [PII].