AccountId: 011433970860
ContactId: c596cac7-704f-4d72-b5e2-68d5401b61b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61279 ms
Total Talk Time (AGENT): 11478 ms
Total Talk Time (CUSTOMER): 24799 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/2025/05/23/c596cac7-704f-4d72-b5e2-68d5401b61b4_20250523T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, I filed a claim online and then a few weeks later I received a letter in the mail saying that I need to send some of the same information that I sent to you all, so I'm trying to see what we got missing.
[AGENT][NEUTRAL] OK, I'm sorry, it is a little bit difficult to hear you um so you filed a claim with us and you got a letter back, um, stating.
[CUSTOMER][NEUTRAL] Saying that you needed uh some additional information, but the additional information you was asking for was the information that I had already sent.
[CUSTOMER][NEUTRAL] Did you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Hello?