AccountId: 011433970860
ContactId: d6279d94-d4b6-4ba3-a270-3852faabacc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110510 ms
Total Talk Time (AGENT): 12078 ms
Total Talk Time (CUSTOMER): 25909 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d6279d94-d4b6-4ba3-a270-3852faabacc5_20250620T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII].
[CUSTOMER][NEUTRAL] I'm calling to get some information to fill my uh claim form.
[AGENT][NEUTRAL] OK, you were needing assistance uh filing a claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm so sorry, uh, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, sorry about that.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Bluetooth connected no OK.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] That's what I
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEGATIVE] I don't, I don't believe y'all lost me. I don't know what happened.
[CUSTOMER][NEUTRAL] That's, that's not you. I'm.