AccountId: 011433970860
ContactId: 5ade3b1c-ea0d-4dd2-a508-f2e44f620b6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76760 ms
Total Talk Time (AGENT): 17006 ms
Total Talk Time (CUSTOMER): 52162 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/5ade3b1c-ea0d-4dd2-a508-f2e44f620b6e_20250226T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Several, this is uh [PII], and I have a claim pending and needed more information in this sort of thing. And uh matter of fact, I think I don't talk to you one time on [PII], but I made a note, uh, [PII], talked to [PII], wait a few days and check, you know, so I think I don't talked to you one time.
[CUSTOMER][NEUTRAL] But I talked to somebody else since in this sort of thing.
[CUSTOMER][NEUTRAL] But I need some help to try to get this resolved, so.
[CUSTOMER][NEUTRAL] Um, can you help me with this? Um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, absolutely, let's take a look. Do you have a policy number or claim number? What do we have?
[CUSTOMER][NEGATIVE] OK. Could you call me back? We'll get with the phone is breaking up real bad.
[AGENT][NEUTRAL] Yeah, absolutely, is it [PII]?
[CUSTOMER][POSITIVE] Yes, ma'am, if you will just call me right back and see if we can get a better connection.
[AGENT][NEUTRAL] OK, will do.
[CUSTOMER][POSITIVE] Thanks.