AccountId: 011433970860
ContactId: 6e72d22a-7283-4992-858d-ee57b25cd8f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78029 ms
Total Talk Time (AGENT): 21609 ms
Total Talk Time (CUSTOMER): 34189 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/2024/12/30/6e72d22a-7283-4992-858d-ee57b25cd8f4_20241230T23:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was trying to, um, my, my, um, they was saying pen and I saying in progress. I was trying to see what does that mean.
[AGENT][NEUTRAL] I'm so sorry it's a little bit difficult to hear you. Could you repeat that?
[CUSTOMER][NEUTRAL] Like I can
[CUSTOMER][NEUTRAL] Uh, first my claim was saying pending now it's saying in progress. I'm trying to see.
[CUSTOMER][NEUTRAL] What does that mean?
[AGENT][NEUTRAL] OK, you filed a claim and it's showing that it's pending, is that correct?
[CUSTOMER][NEUTRAL] It well it was say pending but now it's saying in progress.
[AGENT][NEUTRAL] In progress, OK, OK, yeah we can take a look at that and get that pulled up um what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you spell your first name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK and then can I get a.
[CUSTOMER][NEUTRAL] 409.
[CUSTOMER][NEUTRAL] 5,430,060
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] So let me go ahead.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Hello?