AccountId: 011433970860
ContactId: ff37508d-a52d-445b-ac8c-5d13caf2000d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108709 ms
Total Talk Time (AGENT): 40568 ms
Total Talk Time (CUSTOMER): 43911 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/ff37508d-a52d-445b-ac8c-5d13caf2000d_20250211T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey this
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and [PII] sent me a correspondence today, um, for an insured, um, and it looks like, you know, we received an appeal from the above referenced insured. Please respond the following question as part of the appeal review. So I just wanted to a little wanted a little more color about this around this before, um, you know, I answered these questions.
[AGENT][NEUTRAL] OK, do you need to, yeah, let me see, let me see if [PII]'s here. Just one second.
[CUSTOMER][NEUTRAL] [PII] available?
[CUSTOMER][NEUTRAL] She just sent me this email now so hopefully she's there.
[AGENT][NEUTRAL] Uh, I, I would assume she's here, but yes, she is, so just one second, let me get her telephone number and I will get you transferred to her.
[AGENT][NEUTRAL] OK, Mr. [PII], just one second, let me get you over to her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling American.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] It's me.
[CUSTOMER][NEUTRAL] This is [PII]. How may I help? Oh, yes.
[AGENT][NEUTRAL] Hi, um, did you just send an email to [PII] on an appeal? He's on the he's on the phone. He had some more questions.
[CUSTOMER][NEUTRAL] Yes, I did.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, great, great.
[CUSTOMER][POSITIVE] That's wonderful. I'm glad you called me. Thank you.
[AGENT][POSITIVE] You're welcome.