AccountId: 011433970860
ContactId: facb99c5-9f44-4831-b073-05fbbe729d6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69480 ms
Total Talk Time (AGENT): 18983 ms
Total Talk Time (CUSTOMER): 27933 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/facb99c5-9f44-4831-b073-05fbbe729d6c_20250411T19:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm just calling in to verify the status of a claim, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I do. Let me just looks like my computer froze. Just one moment.
[AGENT][NEUTRAL] Let me just.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Um, I might have to call back. I'm sorry.
[AGENT][NEUTRAL] And the last name?
[AGENT][NEUTRAL] Or is everything on the computer that you would need to access? OK, no worries.
[CUSTOMER][NEUTRAL] Um, no, it's, yeah, everything, yeah, it's on the computer. I'll just call back in a little bit.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you. Sorry. Thank you. Mm bye.
[AGENT][NEUTRAL] OK. All right, bye.