AccountId: 011433970860
ContactId: 97ea0973-4779-46be-8374-eb932f0a594f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77040 ms
Total Talk Time (AGENT): 10188 ms
Total Talk Time (CUSTOMER): 42931 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/97ea0973-4779-46be-8374-eb932f0a594f_20250430T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] And um I submitted.
[CUSTOMER][NEUTRAL] I tried to submit two claims. My husband, um, he's on my policy. He went in, he was admitted to the hospital, um, on [PII].
[CUSTOMER][NEUTRAL] And for a stress test, um, that his cardiologist ordered.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, to have surgery.
[CUSTOMER][NEUTRAL] [PII], but he was released in between those dates.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you're gonna ask me for my policy number. Hold on one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh no, you're fine. I was, I was listening so I can understand exactly.
[CUSTOMER][NEGATIVE] It, it kind of threw me out.
[CUSTOMER][NEGATIVE] Oh, you're cutting in and out.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hello?