AccountId: 011433970860
ContactId: f8b70954-82c5-4e82-90b6-505257f575c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 32389 ms
Total Talk Time (AGENT): 13817 ms
Total Talk Time (CUSTOMER): 8486 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/2025/04/02/f8b70954-82c5-4e82-90b6-505257f575c8_20250402T20:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, what did you say your name is?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I just need help with a claim.
[AGENT][NEUTRAL] OK, [PII], are you, well, first off, my name is [PII]
[CUSTOMER][NEUTRAL] Uh, are you there?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am, I am. Uh, did you hear?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.