AccountId: 011433970860
ContactId: 85e26487-7e37-44b1-9c8a-e4439604f742
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77440 ms
Total Talk Time (AGENT): 12887 ms
Total Talk Time (CUSTOMER): 6971 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/85e26487-7e37-44b1-9c8a-e4439604f742_20250423T18:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. Hayley. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Blanchett Valley Hospital checking on a claim status.
[CUSTOMER][NEUTRAL] Could you please spell your name?
[AGENT][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And what was your name again?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII], do you have the policy number?
[AGENT][NEUTRAL] Hello, are you there?
[AGENT][NEUTRAL] [PII], are you there?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] I can't hear you.