AccountId: 011433970860
ContactId: ae78c8b5-994e-4b49-a46b-ec155b5d02c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 47560 ms
Total Talk Time (AGENT): 18011 ms
Total Talk Time (CUSTOMER): 14020 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/ae78c8b5-994e-4b49-a46b-ec155b5d02c4_20250423T19:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I'm checking on um some claims that I had uh filled out.
[AGENT][NEUTRAL] OK. Are you the insured and these claims are for yourself? Is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And whom am I speaking?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Speaking with please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][POSITIVE] Thank you, Miss [PII]. What a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] I, I can't understand you. What did you say?
[AGENT][NEUTRAL] What is your callback number or disconnect?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII]