AccountId: 011433970860
ContactId: c9692619-82b0-4265-b6ca-4f96b977370c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109790 ms
Total Talk Time (AGENT): 15780 ms
Total Talk Time (CUSTOMER): 26885 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/c9692619-82b0-4265-b6ca-4f96b977370c_20250605T21:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, ma'am. I wanted to ask for assistance filing a claim. My, uh, my hospital claim. I was in the hospital for over 24 hours for labor.
[AGENT][NEUTRAL] OK, yeah, you were just needing assistance on how to get those claims filed, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, yeah I can definitely help you out with that. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, could you spell that for me? I'm sorry.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Did you get it?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Um