AccountId: 011433970860
ContactId: 7668458d-5507-4044-9d22-c5d05c2d5995
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64558 ms
Total Talk Time (AGENT): 7348 ms
Total Talk Time (CUSTOMER): 14430 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/7668458d-5507-4044-9d22-c5d05c2d5995_20250226T15:32_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey, [PII], I was calling because I have two claims that were sent to uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] And I'm trying to get a claim status.
[AGENT][POSITIVE] I'll be happy to assist with claim status. May I have your first name, please?
[CUSTOMER][NEUTRAL] [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?