AccountId: 011433970860
ContactId: 49e04e1b-38b7-40b2-97ee-4057bb23dcd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96519 ms
Total Talk Time (AGENT): 25358 ms
Total Talk Time (CUSTOMER): 28461 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/49e04e1b-38b7-40b2-97ee-4057bb23dcd1_20250430T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from South Miami Hospital.
[CUSTOMER][NEUTRAL] May I have the initial of your last name?
[AGENT][NEUTRAL] Yes ma'am it's A.
[CUSTOMER][NEUTRAL] Oh, your phone is, um, muffly.
[AGENT][NEUTRAL] Oh no, let me see if I can fix that real quick.
[AGENT][NEUTRAL] Do you hear me better now?
[CUSTOMER][NEUTRAL] Um, no, not much.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yeah, they're still a little bit muffly.
[AGENT][NEGATIVE] We must have a bad connection.
[AGENT][NEUTRAL] What did you call just in case the call gets disconnected? Yes, I hear you fine.
[CUSTOMER][NEUTRAL] Can you hear me OK?
[CUSTOMER][NEUTRAL] Yeah, and I'm, uh, yeah, but uh I'm not hearing you good.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] I'm gonna have to call back. I'm sorry.
[AGENT][POSITIVE] OK, Miss [PII], I'm so sorry.
[CUSTOMER][POSITIVE] Thank you anyway.
[AGENT][NEUTRAL] Alright bye bye.
[CUSTOMER][POSITIVE] No, no problem, bye bye.