AccountId: 011433970860
ContactId: 504b2429-0b5b-4839-a0c3-3d858f501ad8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 24120 ms
Total Talk Time (AGENT): 10960 ms
Total Talk Time (CUSTOMER): 6468 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/504b2429-0b5b-4839-a0c3-3d858f501ad8_20250226T15:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm I'm looking for the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, just a minute. My system is just bear with me.
[AGENT][NEUTRAL] Mhm.