AccountId: 011433970860
ContactId: 90ddb255-78eb-40a9-87b5-1e04a14029b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 36250 ms
Total Talk Time (AGENT): 16870 ms
Total Talk Time (CUSTOMER): 11400 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/90ddb255-78eb-40a9-87b5-1e04a14029b3_20250321T14:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Lexington Medical Center. [PII], I'm calling for claim status on one patient. Please could you help me with that?
[AGENT][NEUTRAL] Yes, ma'am. I can help you with um claim status. Can I please get your
[AGENT][NEUTRAL] Callback number and um just in case the call gets disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] [PII], your phone is breaking up.
[AGENT][NEUTRAL] OK, let me try to fix that please.