AccountId: 011433970860
ContactId: dcb2f6fd-b21e-4611-b851-4746cc0a87e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105550 ms
Total Talk Time (AGENT): 5678 ms
Total Talk Time (CUSTOMER): 16451 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/2025/01/24/dcb2f6fd-b21e-4611-b851-4746cc0a87e8_20250124T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from the office. I'm looking for the claim status.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 02396815.
[AGENT][NEUTRAL] OK, give me one moment please.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello, are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, are you there?