AccountId: 011433970860
ContactId: 35a95ff3-fd74-474b-839b-e28d5c361e36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58709 ms
Total Talk Time (AGENT): 16732 ms
Total Talk Time (CUSTOMER): 24479 ms
Interruptions: 0
Overall Sentiment: AGENT=-1, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/35a95ff3-fd74-474b-839b-e28d5c361e36_20250514T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for HCA Florida Northwest Hospital regarding a claim for a patient.
[AGENT][NEUTRAL] OK [PII], I can help you with the claim.
[AGENT][NEUTRAL] Um, may I please get your callback number, ma'am, just in case the call gets dropped.
[CUSTOMER][NEUTRAL] Um, yes, and just to let you know your, your line is like really choppy, it's going in and out. Um, my direct line is [PII].
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK, let me see if I can fix this real quick.
[CUSTOMER][NEGATIVE] OK, I'm gonna hang up and see if I can call back and see if that helps because it's really bad. I, I didn't understand what you just said.