AccountId: 011433970860
ContactId: 69d0d5ce-0145-4055-82fe-20f584bc6a52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83019 ms
Total Talk Time (AGENT): 15741 ms
Total Talk Time (CUSTOMER): 11709 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/69d0d5ce-0145-4055-82fe-20f584bc6a52_20250501T16:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Claim
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][NEUTRAL] We're needing to check on a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can check that for you. um, what was your name please?
[CUSTOMER][NEUTRAL] [PII], sorry, I couldn't get your name.
[AGENT][NEUTRAL] My name is [PII] it's [PII] uh you said your name is [PII], is that right?
[CUSTOMER][NEUTRAL] Yes, um
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?