AccountId: 011433970860
ContactId: 616d8778-8507-426d-9ee5-7490e8c472ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 30090 ms
Total Talk Time (AGENT): 12490 ms
Total Talk Time (CUSTOMER): 10307 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/616d8778-8507-426d-9ee5-7490e8c472ac_20250516T12:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check claim status.
[AGENT][NEUTRAL] Good morning, [PII]. Unfortunately, I'm not able to check a claim right now. Our systems are down. You'll have to try us back later.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Thank you so much. Can I get your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.