AccountId: 011433970860
ContactId: f5c9d404-5b1b-45e5-b32d-eb5c240f5da3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51139 ms
Total Talk Time (AGENT): 35360 ms
Total Talk Time (CUSTOMER): 24117 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/f5c9d404-5b1b-45e5-b32d-eb5c240f5da3_20250207T17:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How about you?
[CUSTOMER][NEUTRAL] I was expecting to get you a mosque.
[CUSTOMER][NEUTRAL] I don't, I think I might need to call back. I don't know because I, I, I was trying to get to claims.
[AGENT][NEUTRAL] They
[AGENT][NEUTRAL] Hmm.
[AGENT][NEUTRAL] Uh oh. Yeah, it depends on what type, uh, are you trying to call somebody in claims in the HI or is it?
[CUSTOMER][NEUTRAL] Yeah yeah uh somebody who had submitted a claim for HI and they needed some clarification.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Did you try to call the um what's it called, what's it called, what's it called, the do do do do do do do claim support? Yeah, yeah. It's OK, it's OK.
[CUSTOMER][POSITIVE] Oh claim support you're right, you're right. I'm sorry. I appreciate it this is how we learn.
[AGENT][POSITIVE] It's fine. Have a good day. You're welcome. Bye bye.
[CUSTOMER][POSITIVE] Thank so I.