AccountId: 011433970860
ContactId: 71be8a40-82d4-4469-a211-8f1e85aad88c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 36869 ms
Total Talk Time (AGENT): 5149 ms
Total Talk Time (CUSTOMER): 19281 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/2025/02/11/71be8a40-82d4-4469-a211-8f1e85aad88c_20250211T14:16_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII], and I've called several times now at this point, um, but I spoke with a [PII] and a [PII], um, last week, and I never heard back from anyone and a supervisor was supposed to be calling me to review my claim.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Can you hear me, [PII]?