AccountId: 011433970860
ContactId: 18ec9e84-fb02-406b-8987-e8c4d66fc038
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 25540 ms
Total Talk Time (AGENT): 9390 ms
Total Talk Time (CUSTOMER): 8631 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/2025/04/03/18ec9e84-fb02-406b-8987-e8c4d66fc038_20250403T12:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on provider's office to check on our claim status.
[AGENT][NEUTRAL] OK, I cannot hear you, ma'am.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, do you have me on speaker? because I still can't hear you.
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] You're very, very light, just barely.