AccountId: 011433970860
ContactId: 85e97e38-628c-46aa-b42f-2f861aa8b455
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101599 ms
Total Talk Time (AGENT): 12230 ms
Total Talk Time (CUSTOMER): 18218 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/2025/05/23/85e97e38-628c-46aa-b42f-2f861aa8b455_20250523T21:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, my name's [PII].
[CUSTOMER][NEUTRAL] I got a call about my disability to call back.
[AGENT][NEUTRAL] OK, um, I'm sorry you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and now you have
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and you said this was regarding a disability claim?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] You got her on hold.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I hang up, yeah.