AccountId: 011433970860
ContactId: 87badc68-773c-46e1-9b31-d7c9f62e1a00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169000 ms
Total Talk Time (AGENT): 14317 ms
Total Talk Time (CUSTOMER): 48928 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/87badc68-773c-46e1-9b31-d7c9f62e1a00_20250417T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling uh for the policy number of 007.
[CUSTOMER][NEUTRAL] 08357
[AGENT][NEUTRAL] OK, uh, what was your name, please?
[CUSTOMER][NEUTRAL] I'm [PII]. I'm calling for [PII].
[AGENT][NEUTRAL] [PII]? OK.
[AGENT][NEUTRAL] Uh, I'm sorry, what was your relation to [PII]?
[CUSTOMER][NEUTRAL] I'm his wife.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, what can we help you with, [PII]?
[CUSTOMER][NEGATIVE] They sent me um some claim form to fill out for him, cause he got to have surgery on the [PII], and they told me that it's supposed to be a part on the form that the doctor's supposed to fill out after the surgery, and I don't see that. I just see the part that he's supposed to fill out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They sent me some claim from uh
[CUSTOMER][NEUTRAL] The other day.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Did you hang up?
[CUSTOMER][NEUTRAL] She ain't saying that it's not showing that she up, but if she, if she like her I got the fire right now.
[CUSTOMER][NEUTRAL] I'm