AccountId: 011433970860
ContactId: 75322767-0e48-40d7-9d3a-c868f307dd5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71669 ms
Total Talk Time (AGENT): 32188 ms
Total Talk Time (CUSTOMER): 22725 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/75322767-0e48-40d7-9d3a-c868f307dd5c_20250430T19:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, I hope you're having a great day. Um, I was just calling to see what your guys' claim email address was. It's the email.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It's really American.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, bear with me. I gotta find it.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I do believe you're just gonna simply send it to um.
[AGENT][NEUTRAL] [PII], all one word.
[AGENT][NEUTRAL] [PII], yes [PII].
[CUSTOMER][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] Oh care care team.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. Thank you so much for your help. I hope you have a wonderful day.
[AGENT][POSITIVE] You're welcome. You too. Thank you.
[CUSTOMER][POSITIVE] Thank you.