AccountId: 011433970860
ContactId: 8c6649af-c039-4edc-a2d8-7cb71aa79ca6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65410 ms
Total Talk Time (AGENT): 18008 ms
Total Talk Time (CUSTOMER): 24919 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/8c6649af-c039-4edc-a2d8-7cb71aa79ca6_20250613T15:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[AGENT][POSITIVE] Hello, how can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am calling from the broker's office. I'm just calling to assist in, um, kind of like a claim status. I just wanna make sure y'all see, uh, documents that I uploaded this past week for an employee because I'm having trouble getting into the OSC system to to look at it.
[AGENT][NEUTRAL] I see. OK, so if you do need assistance with that, um, with the OSC I can transfer you to our broker resource, uh, department, but as of right now we're just needing to verify information that you did submit for a member regarding a claim, is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Hello, are you still there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?