AccountId: 011433970860
ContactId: 59c6215a-f1e6-4a0d-a8b7-8c9bd8608b74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59080 ms
Total Talk Time (AGENT): 27162 ms
Total Talk Time (CUSTOMER): 32710 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/59c6215a-f1e6-4a0d-a8b7-8c9bd8608b74_20250121T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] and Broker Resources. How are you?
[AGENT][POSITIVE] I'm great. How are you doing?
[CUSTOMER][NEUTRAL] I'm well. I have somebody on the phone who needs help with a claims an accident and claim. Can you give her a hand?
[CUSTOMER][NEUTRAL] I've got some information to give you.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. Did you not call the accident queue or did they ring to me?
[CUSTOMER][NEUTRAL] Oh, I don't know. Maybe I didn't.
[CUSTOMER][NEUTRAL] Oh, maybe I just didn't do the correct one.
[AGENT][NEUTRAL] That um
[AGENT][NEUTRAL] Uh, it would be the um hospital indemnity slash accident.
[CUSTOMER][NEUTRAL] OK, let me, OK.
[AGENT][NEUTRAL] Did you, did you see that one?
[CUSTOMER][NEUTRAL] OK, let me hang up
[CUSTOMER][NEUTRAL] Well, I don't know if I can see it with us together, like if we're still, so I might have to hang up.
[AGENT][NEGATIVE] OK. Cause I would hate to take the call and then have to send them over there cause there's not much I can do.
[CUSTOMER][NEGATIVE] Send her back.
[CUSTOMER][POSITIVE] OK, OK, thank you, let me see if I can get over there.
[AGENT][POSITIVE] You're welcome. OK.