AccountId: 011433970860
ContactId: 9ef2bdac-4cb0-43c1-8be6-3377a8478018
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204929 ms
Total Talk Time (AGENT): 15170 ms
Total Talk Time (CUSTOMER): 30799 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/2025/05/28/9ef2bdac-4cb0-43c1-8be6-3377a8478018_20250528T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, uh, yes, this is [PII]. My husband has a disability insurance for you. He's here. He can give you arth operation. I got a couple questions I need to ask you.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Sure, yeah, we can get that policy pulled up and answer those questions. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, and his name's [PII]. I got the claim number or the policy number.
[CUSTOMER][NEUTRAL] 13611
[CUSTOMER][NEUTRAL] 02310691
[AGENT][NEUTRAL] I'm, I'm so sorry, [PII], I was not ready. Uh, could you repeat that, uh, policy number, please?
[CUSTOMER][NEUTRAL] Oh, I'm sorry. 136.
[AGENT][NEUTRAL] No, no, no, you're fine.
[CUSTOMER][NEUTRAL] 13611
[CUSTOMER][NEUTRAL] 02310691
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.