AccountId: 011433970860
ContactId: 94e5d5ee-cc0e-4095-8e9c-a4526afcb40b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 48389 ms
Total Talk Time (AGENT): 7730 ms
Total Talk Time (CUSTOMER): 24668 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-3.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/94e5d5ee-cc0e-4095-8e9c-a4526afcb40b_20250320T18:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling for [PII] to check on a claim status. Please be informed that this call is being recorded and monitored for quality and training purposes. May I know if I can help you with the provider's information or the patient's information?
[AGENT][NEUTRAL] Um, yes, did you say
[CUSTOMER][NEGATIVE] Your voice is breaking. Your voice is not audible.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Did you
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEGATIVE] No, your voice is still breaking. Should I call you back?
[AGENT][NEUTRAL] Uh, yes, please.