AccountId: 011433970860
ContactId: 556f0982-ac6c-43f0-9695-f1018bef3c83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86309 ms
Total Talk Time (AGENT): 19706 ms
Total Talk Time (CUSTOMER): 25810 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/556f0982-ac6c-43f0-9695-f1018bef3c83_20250331T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I've got about, I've gotten some in some sent some claims, and I've gotten some responses from APL that they're needing some more paperwork on this. And I'm just, I just need to ask somebody something about that. Is that something you can help me with?
[AGENT][NEUTRAL] Sure, yeah, um, so just clarification on the information that we need, uh, for some claims that you filed, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][POSITIVE] OK, yeah, I can help you out with that. um I'm so sorry I kinda cut out there. uh, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. OK, thank you. Sorry about that.
[CUSTOMER][NEUTRAL] [PII] Uh-huh.
[CUSTOMER][NEUTRAL] Hello?