AccountId: 011433970860
ContactId: a37463dd-4558-4144-af0b-3e93ddd75324
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133589 ms
Total Talk Time (AGENT): 10990 ms
Total Talk Time (CUSTOMER): 24634 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/2025/06/13/a37463dd-4558-4144-af0b-3e93ddd75324_20250613T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII] and I have insurance with you um on, on me and my husband, uh, the stroke insurance, and he had a stroke and I just want to know what I need to do.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you're just needing assistance in filing a claim uh for that?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and I'm sorry you did say that your name was uh [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's from my husband, [PII].
[CUSTOMER][NEUTRAL] He the one had the stroke.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Are you still there?