AccountId: 011433970860
ContactId: 38335d84-de07-49fb-8c4e-9834920a60db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90699 ms
Total Talk Time (AGENT): 9449 ms
Total Talk Time (CUSTOMER): 36006 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/38335d84-de07-49fb-8c4e-9834920a60db_20250514T22:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] My name is [PII]. How can I assist you today?
[CUSTOMER][NEGATIVE] Yes, um, I have some, uh, questions about a, um, claim that I put in, and I, I've given more and more information, and it keeps being like declined. Is there any way that you could help me figure out what exactly they're asking for?
[AGENT][POSITIVE] OK, I'd be happy to assist with your plan today. Um, first I'll need a good call back number for you.
[CUSTOMER][NEGATIVE] You know, I'm having a really hard time hearing you. I don't know.
[AGENT][NEUTRAL] Um, a good callback number for you?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] Were you able to get that number?
[CUSTOMER][NEUTRAL] Hello.