AccountId: 011433970860
ContactId: 6125fade-b71c-4089-9af4-e70de3d348e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338089 ms
Total Talk Time (AGENT): 54670 ms
Total Talk Time (CUSTOMER): 24086 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/6125fade-b71c-4089-9af4-e70de3d348e6_20250324T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling to check on the status of my claims.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on a claim for you today. Do we have a policy number?
[CUSTOMER][NEUTRAL] No, but I give you my social [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] at the end, is that correct?
[CUSTOMER][NEUTRAL] No, [PII] at the end.
[AGENT][POSITIVE] Oh, I'm so sorry I misheard you.
[AGENT][NEUTRAL] Bear with me just one moment here while I take a look.
[AGENT][NEUTRAL] It's still searching [PII] sorry for the hold.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's just searching here, [PII]. I'm sorry. I'm gonna sign out and sign back in and see if that helps.
[AGENT][NEUTRAL] It's got a case of the Mondays or something. I don't know what's going on. I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know what's going on. It's not coming up by that, [PII]. I'm sorry. Do you mind giving me your last name? I'll try by your name.
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No they're playing the same.
[AGENT][NEUTRAL] OK, um, I reached out to my tech department because I'm just timing out on this, so it looks like my system is down right now, [PII]. Do you want me to call you back or did you want to call us back? I'm sorry.
[CUSTOMER][POSITIVE] Call you back. Thank you. Have a good day.