AccountId: 011433970860
ContactId: d36b948d-d096-418e-a6a4-365659c2af18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 44709 ms
Total Talk Time (AGENT): 16945 ms
Total Talk Time (CUSTOMER): 12079 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/2025/05/21/d36b948d-d096-418e-a6a4-365659c2af18_20250521T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII] currently I'm still having many complications with a claim. Um, I can give you my name and I get my account number.
[AGENT][NEUTRAL] OK, I'm sorry, um, it, it kind of cut out there a little bit at the beginning, um, we're needing to check on a claim, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just that general status. All right, um, and what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then [PII], uh, before we go any further, can.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] I can't hear you now.