AccountId: 011433970860
ContactId: bb45d180-08d2-4a42-8c0b-94f9f3631afb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109150 ms
Total Talk Time (AGENT): 19220 ms
Total Talk Time (CUSTOMER): 24420 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/2025/04/16/bb45d180-08d2-4a42-8c0b-94f9f3631afb_20250416T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm trying to get a hold of [PII].
[AGENT][NEUTRAL] OK, I can see if [PII] is available. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What was the last name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you [PII] what was this in regard to?
[CUSTOMER][NEUTRAL] Uh, it's in regards to a claim. I have talked to her about this.
[CUSTOMER][NEUTRAL] Prior to today.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It was um from back in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, so she's just been handling that claim for you, OK, yes, I can definitely see if she is available um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] What happened?
[CUSTOMER][NEUTRAL] Shoot.
[CUSTOMER][NEUTRAL] Hello?