AccountId: 011433970860
ContactId: 62377c59-6c74-4319-8a02-60208fe958dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181669 ms
Total Talk Time (AGENT): 24239 ms
Total Talk Time (CUSTOMER): 32861 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/62377c59-6c74-4319-8a02-60208fe958dc_20250514T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII], and I am trying to file a claim. It's the first one I'm filing, and I had a question in the um section D area of my
[CUSTOMER][NEUTRAL] Accidental, I believe this one is, hold on, uh, yes, the accidental claim form.
[AGENT][NEUTRAL] The accident policy.
[AGENT][NEUTRAL] OK. Let's go ahead and get that policy pulled up, [PII]. I'll take a look at that um claim form with you. Um, you did say this was for, um, accident, correct?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Correct, you need the policy number?
[AGENT][NEUTRAL] Um, actually, first, [PII], can I get your last name please?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] OK. And then I can go ahead and take that uh policy number whenever you're ready.
[CUSTOMER][NEUTRAL] 244-517-5
[CUSTOMER][NEUTRAL] Mhm. Oh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Are you still there, ma'am?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?