AccountId: 011433970860
ContactId: 6b02eb33-de26-42f2-8338-d8f88ca23313
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64720 ms
Total Talk Time (AGENT): 19789 ms
Total Talk Time (CUSTOMER): 29210 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/6b02eb33-de26-42f2-8338-d8f88ca23313_20250324T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling for the provider KRHC Baltimore office. Please note this call is being recorded and monitored for quality and training purposes. I'm calling to check on a claim status.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with claim status. Um, first, can I get your name and name and a good call back number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] OK, uh, sorry, your voice is breaking. I can't hear you clearly.
[AGENT][NEUTRAL] OK, I get your name and call back number just in case we disconnected.
[CUSTOMER][NEUTRAL] I think that's
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Uh, still now I can't hear you. Your voice is breaking.
[AGENT][NEUTRAL] OK. Would you like to try to call back and get another one?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.