AccountId: 011433970860
ContactId: 6e52ce00-9fdb-44c1-9304-228f5a8e3dab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 36889 ms
Total Talk Time (AGENT): 17768 ms
Total Talk Time (CUSTOMER): 15129 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/6e52ce00-9fdb-44c1-9304-228f5a8e3dab_20250623T18:05_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. I would like to check the claim status. I'm calling from the providers of.
[AGENT][NEUTRAL] Yes, I can help with the claim status, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] Uh, you are not audible to me. Can you please speak [PII], a little bit? Yes.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, hello. Hi, my name is [PII]. I'm with American Public Life. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, hi, I'm calling from the provider's office. I would like to check the, hello?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm, I'm sorry, I'm still not able to hear you. You, um, my name is [PII]. How can I help you?