AccountId: 011433970860
ContactId: 6442f864-a03a-4813-b7da-9e740595c3d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90209 ms
Total Talk Time (AGENT): 22729 ms
Total Talk Time (CUSTOMER): 24680 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=-2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/6442f864-a03a-4813-b7da-9e740595c3d1_20250305T17:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. My name is [PII], and I'm calling from
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] I'm calling from provider's office looking for claim status. How are you, ma'am?
[CUSTOMER][NEUTRAL] Oh, you, you, your voice is in.
[AGENT][POSITIVE] I'm doing good, [PII], thank you for.
[CUSTOMER][NEGATIVE] I am finding some glitch in your voice and I, I, I think there is a connectivity issue where your voice is not uh audible to me.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You can't hear me?
[CUSTOMER][NEGATIVE] Yeah, I, I can hear you sometimes, sometimes it, it, it feels like a glitch.
[AGENT][NEUTRAL] OK, let me, let me check on something real quick. I'll be right back.
[AGENT][NEUTRAL] OK [PII], thank you so much um and you're wanting to get eligibility I'm sorry, claim station, is that correct?
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] [PII], are you there?