AccountId: 011433970860
ContactId: 612fb9b4-9b39-4775-9970-c5ceaf4648cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 55090 ms
Total Talk Time (AGENT): 15471 ms
Total Talk Time (CUSTOMER): 38653 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/612fb9b4-9b39-4775-9970-c5ceaf4648cb_20250116T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] OK, I answered a question. Um, so I filed a few claims a little bit ago or a claim, and it ended up breaking up into 21 of the checks I received, but one I have not. I called and talked to, uh, another lady there in the office, and she had to wait until the [PII], and if I still hadn't received that check to give you guys a call back, and here we are. I'm guessing I just got lost in the mail or something because you guys typically are right on the ball, so.
[AGENT][NEUTRAL] OK, I'm so sorry you're breaking up really bad um I heard that we're needing to check on a claim.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Jeez, yeah, I'm sorry. I didn't, uh, is that better?
[AGENT][NEUTRAL] Um, not really. That's OK. Um.
[CUSTOMER][NEUTRAL] No, let me, let, let me call. It's probably from on my end. Let me call back.
[AGENT][POSITIVE] OK, sorry about that.
[CUSTOMER][NEUTRAL] Uh, it's, it's OK. It's my fault. Thank you.