AccountId: 011433970860
ContactId: 47f978d4-55ed-461d-84a1-04abd5c254e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97970 ms
Total Talk Time (AGENT): 19128 ms
Total Talk Time (CUSTOMER): 30599 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/47f978d4-55ed-461d-84a1-04abd5c254e3_20250522T19:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes my name is [PII] and.
[CUSTOMER][NEUTRAL] Recently I had sent like in March or April I had sent a form out of this that I didn't pull it up correctly and the person did send me the phone number to help me but um I don't have that number.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] I don't know if you can see the other, the one that I sent before.
[AGENT][NEUTRAL] Um, I'm sorry, so just so that I understand correctly, are you, uh, talking about, uh, claim information?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, we on this claim.
[AGENT][NEUTRAL] OK, and it was uh filled out incorrectly so we were just needing assistance with that, is that right?
[CUSTOMER][POSITIVE] Yeah, I think I need to do it over and resend it, yes, um, yeah, I do.
[AGENT][NEUTRAL] OK, sure. All right, and I'm sorry, you did say your name was uh [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?