AccountId: 011433970860
ContactId: abae10ef-5aa6-41a3-bbcf-846e23d5fa85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63709 ms
Total Talk Time (AGENT): 26560 ms
Total Talk Time (CUSTOMER): 14337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/abae10ef-5aa6-41a3-bbcf-846e23d5fa85_20250325T13:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Um, yes ma'am, I'm calling to see if I can have a refund address for you guys. It looks like you guys overpaid us.
[AGENT][NEUTRAL] Um, let's see, I think it's the same as our claims. Let me double check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, it'll be APL and it's [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK, and uh do you guys have reference numbers?
[AGENT][NEUTRAL] Uh, just be my first name, last initial, [PII], today's date.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.