AccountId: 011433970860
ContactId: 7e8f33c4-c957-4192-986f-13f27e107c56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114720 ms
Total Talk Time (AGENT): 37480 ms
Total Talk Time (CUSTOMER): 54405 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/7e8f33c4-c957-4192-986f-13f27e107c56_20250211T17:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling you from PJO. Hello?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] I'm so sorry. I can barely, uh, no, ma'am. There's a lot of background noise that's making it very, I can't understand what you're saying.
[CUSTOMER][NEUTRAL] Am I audible?
[CUSTOMER][NEUTRAL] OK. Is it audible now?
[AGENT][NEUTRAL] No, ma'am, not really. I can barely understand you.
[CUSTOMER][NEUTRAL] OK. This is [PII] calling you from DJO LLC provider's office for checking on a claim status.
[AGENT][NEUTRAL] OK, do you have one claim to check status on?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] One minute.
[CUSTOMER][NEUTRAL] Uh, firstly, I need the status on 11 claim, and after that I'll let you know.
[AGENT][NEUTRAL] OK, [PII], is it possible that you could call back? I'm under, I'm sorry, but I'm hearing a man's voice is all I can hear.
[CUSTOMER][NEUTRAL] To be
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. Like, is it audible now or do you get any disturbances?
[AGENT][NEGATIVE] Yes, ma'am. It's a very bad connection.
[CUSTOMER][NEUTRAL] OK. Uh, will you be helping me with the claim status?
[AGENT][NEUTRAL] I can try, [PII], but I cannot hardly understand what you were saying for the noise in the background.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK. Please wait a moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Background music, background music game.
[CUSTOMER][NEGATIVE] No, I can put up.
[CUSTOMER][NEUTRAL] Uh, uh, yeah. How about now going to check if this is about but.