AccountId: 011433970860
ContactId: 2361b2ed-20af-4c0a-85e2-53f7c8498869
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78489 ms
Total Talk Time (AGENT): 26265 ms
Total Talk Time (CUSTOMER): 20700 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/2361b2ed-20af-4c0a-85e2-53f7c8498869_20250303T21:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello. Hi there. Uh, my name is [PII]. I'm checking on claim status.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Sure. Yes, I can assist you with claim status, Mr. [PII]. May I have a
[CUSTOMER][NEUTRAL] Anybody there? I cannot hear your voice.
[AGENT][NEUTRAL] Can you hear me now?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hello, Mr. [PII], can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Sorry, ma'am, I cannot hear your voice. Is anybody there?
[AGENT][NEUTRAL] Hello, yes. Can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] You are on hold
[AGENT][NEUTRAL] Hello, Mr. [PII]. Can you hear me?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hello.