AccountId: 011433970860
ContactId: 09bbd283-a2d7-4dfb-a163-3aa4cf266ee2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 53610 ms
Total Talk Time (AGENT): 22909 ms
Total Talk Time (CUSTOMER): 22682 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/09bbd283-a2d7-4dfb-a163-3aa4cf266ee2_20250219T18:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATM. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good. Uh, you sent my husband an explanation of benefits and it says that you need to see, um, our, our insurance, uh, papers.
[CUSTOMER][NEUTRAL] Because, um,
[AGENT][NEUTRAL] Um, ma'am, I can assist you with my status. Could I get your name?
[CUSTOMER][NEUTRAL] I'm sorry, I can't understand you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Can you hear me now?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, ma'am, I can assist you with current status, and first I'll need your name and the code.
[CUSTOMER][NEGATIVE] I, I can't, I, you're, you're breaking up very badly.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] I haven't had issues with my son all day, so.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think there's something going on with your phone.
[AGENT][NEUTRAL] OK.