AccountId: 011433970860
ContactId: c4c09922-686e-4f1e-b151-42144e13d984
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187110 ms
Total Talk Time (AGENT): 17733 ms
Total Talk Time (CUSTOMER): 19350 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/c4c09922-686e-4f1e-b151-42144e13d984_20250502T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, may I speak to [PII], please?
[AGENT][NEUTRAL] Um, I could definitely see if [PII] is available. Um, what was your name?
[CUSTOMER][NEUTRAL] Please, [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and um may I ask what this was in regard to?
[CUSTOMER][NEUTRAL] A claim
[AGENT][NEUTRAL] OK, have you been speaking with her uh previously about this?
[CUSTOMER][POSITIVE] Yes ma'am, she's in charge of that.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] OK, well, I can
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] If I see that.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?