AccountId: 011433970860
ContactId: 93075d0a-2af6-42b0-9e77-92c90c64b73c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 28760 ms
Total Talk Time (AGENT): 8930 ms
Total Talk Time (CUSTOMER): 8529 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/2025/02/17/93075d0a-2af6-42b0-9e77-92c90c64b73c_20250217T19:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from office to know the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 0202
[CUSTOMER][NEUTRAL] 2302 ML 8.
[AGENT][POSITIVE] OK, thank you.