AccountId: 011433970860
ContactId: 4308b411-462a-4a30-acd4-93e8df6b75ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73889 ms
Total Talk Time (AGENT): 4149 ms
Total Talk Time (CUSTOMER): 52819 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/4308b411-462a-4a30-acd4-93e8df6b75ce_20250319T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is uh [PII].
[CUSTOMER][NEUTRAL] Um, I just wanted to, to ask you, I wanted to verify, uh, verify the bill that, uh, was basically supposed to, to, I mean, I was supposed to, the insure, I mean the service that provided me needed to, to kind of claim it with you guys and I wanted to double check to see if you guys got this claim because this bill has been going back and forth and um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I called at least 5 times about this bill and I wanted to see if finally they they basically um uh forward it to you guys and if you have it there in your file.
[CUSTOMER][POSITIVE] So, uh, tell me what information do you need from me and I'll, I'll be more than happy to provide you all the informations.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.