AccountId: 011433970860
ContactId: bfe859f8-83f4-4d83-9ad6-892e72eaf36d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94930 ms
Total Talk Time (AGENT): 33619 ms
Total Talk Time (CUSTOMER): 53581 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/bfe859f8-83f4-4d83-9ad6-892e72eaf36d_20250131T13:27_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, I don't understand how this works. I tried to submit a claim and I, I don't understand. It's not very clear to me and I don't understand what I need to do.
[AGENT][NEUTRAL] OK, you're trying to find out how to properly file a claim with APL is that correct?
[CUSTOMER][NEGATIVE] Well, I submitted some stuff and it just doesn't, it sent me a text and it said your claim is available for viewing and then it just shows uh I, I don't understand this website. I don't understand how to use it. I need help.
[AGENT][NEUTRAL] Hi, yes, ma'am. I can help you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, and Ms. [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] Hold on let me see if I can open it. Of course the computer doesn't wanna work right now. What the heck?
[AGENT][NEUTRAL] Oh, and that, that seems to always be the case.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] Or we need something to work.
[CUSTOMER][NEGATIVE] Can I give you my social? Uh it's like everything, your website's not working. My computer is slowing down. I'm not sure what's going on.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, my social is [PII]. I'm gonna have to call you back. My boss is on the other line. Hold on, I'll have to call you back. I'm sorry.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] OK, Ms. [PII], that's OK. Thank you again for calling. Yes I am.
[CUSTOMER][POSITIVE] All right, thanks.