AccountId: 011433970860
ContactId: 75eed219-5d3f-4cec-bae7-9d0486fe30cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59060 ms
Total Talk Time (AGENT): 8399 ms
Total Talk Time (CUSTOMER): 21682 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/75eed219-5d3f-4cec-bae7-9d0486fe30cd_20250610T20:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] in [PII], and I think I spoke with you earlier about filing a claim on hospital indemnity.
[CUSTOMER][NEGATIVE] But anyway, I'm in trying to print the form and it will not take my password.
[AGENT][NEUTRAL] This is [PII] with APL. How can I help you?
[CUSTOMER][NEUTRAL] And I tried to reset my password.
[CUSTOMER][NEUTRAL] I need help getting a form to file a claim.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII], and I need help.