AccountId: 011433970860
ContactId: 41f97496-fabb-4a83-b042-8337bfe86141
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66199 ms
Total Talk Time (AGENT): 13128 ms
Total Talk Time (CUSTOMER): 23922 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/41f97496-fabb-4a83-b042-8337bfe86141_20250529T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I just wanted to follow up on some information I sent you guys on a claim that we got from Providence Hospital.
[AGENT][NEUTRAL] OK, we were just needing to check on that claim status.
[CUSTOMER][NEUTRAL] Uh, basically, yeah, because, uh, they said they were gonna hold on to the, the bill and not send it to collections until, you know, it was resolved, but they sent it to collections anyway and then I'm like, yeah, good for us, so.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Oh no, OK, alright, yeah we could definitely check on that for you, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Did I lose you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mm sure.