AccountId: 011433970860
ContactId: fbbc70c6-9412-4973-836f-d10af3e07746
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109050 ms
Total Talk Time (AGENT): 70285 ms
Total Talk Time (CUSTOMER): 25887 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/fbbc70c6-9412-4973-836f-d10af3e07746_20250516T12:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office. How are you doing today?
[AGENT][NEUTRAL] No, I'm OK, [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, actually, I want to check the claim status. Could you please assist me now?
[AGENT][NEUTRAL] OK, [PII], I am so sorry you're wanting to check claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes sir, I am very sorry, but at the moment I am not going to be able to check claim status for for you. Our system is currently down and they are working on it.
[AGENT][NEUTRAL] Um, would you like to just call back, uh, say in about an hour to see if it is back up?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, uh, could you please, uh, put my call in queue.
[CUSTOMER][NEUTRAL] For the next available representative.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so there's no um there's no available representatives here at our company at the moment that can help you. Our computer system is down.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Pardon me?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, uh, I have only one claim, um, so I can checking the claim status.
[AGENT][NEUTRAL] Yes, sir. Yes, sir. But again, I cannot.
[AGENT][NEUTRAL] Look up your information because our computer system is not working at the moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Our IT department is working on the outage, but at this point in time, I cannot check a claim status for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] So if you could call us back, that would be great.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, thank you. Have a nice day.
[AGENT][POSITIVE] You're welcome. OK, bye bye.