AccountId: 011433970860
ContactId: 6396edab-ff1f-4e67-a2fe-614db2785497
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99639 ms
Total Talk Time (AGENT): 34213 ms
Total Talk Time (CUSTOMER): 17289 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/2025/06/12/6396edab-ff1f-4e67-a2fe-614db2785497_20250612T19:45_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from Florida's office regarding claim status.
[AGENT][NEUTRAL] OK, let me get you to the claims department.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Do you have the phone number?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Give me one second and I can try to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let me go to the website cause they do. I just don't know it by heart.
[CUSTOMER][NEUTRAL] Sorry, come again?
[AGENT][NEUTRAL] Um, the claims department number is going to be
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Their number is [PII], but let me get you to the department.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, could you repeat one more time, please?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Thank you for calling APL. Your call may be monitored for quality assurance.