AccountId: 011433970860
ContactId: d8649476-a583-4f12-b139-e5be3089937a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234389 ms
Total Talk Time (AGENT): 4340 ms
Total Talk Time (CUSTOMER): 45151 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-4.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/d8649476-a583-4f12-b139-e5be3089937a_20250609T13:16_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, so, uh, this is [PII]. Uh, my mother is [PII], and we spent the entire weekend trying to do what was on a letter. She's [PII] old that you guys sent. I uploaded her claim status and all her stuff. The letter told her to get on your website.
[CUSTOMER][NEGATIVE] And put in her CN Dixie on and then you know when it asks for a code to verify, we did the code about 15 times and it never worked and so then I tried my email since I'm the one that uploaded all of her. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.