AccountId: 011433970860
ContactId: edef7ee1-98f2-458b-a164-b5745594a3c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 42729 ms
Total Talk Time (AGENT): 7960 ms
Total Talk Time (CUSTOMER): 25921 ms
Interruptions: 0
Overall Sentiment: AGENT=4.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/edef7ee1-98f2-458b-a164-b5745594a3c1_20250506T13:32_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, quick question, if a provider will not file the claim form for this gap plan, um, and the member has to do it, will the check go to her or the provider?
[AGENT][NEUTRAL] It would go to the member.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. OK, and she can do it online or through a form, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, and if she has questions she can just call the same number I called and they can help her with claims.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK alrighty thank you so much I appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.