AccountId: 011433970860
ContactId: 97f28d16-0df8-40ee-9282-38174afd6e91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63720 ms
Total Talk Time (AGENT): 26870 ms
Total Talk Time (CUSTOMER): 13017 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/97f28d16-0df8-40ee-9282-38174afd6e91_20250306T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from Aso.
[CUSTOMER][NEUTRAL] We do check on clients.
[AGENT][NEUTRAL] OK [PII], I can help you with claims. Um, can I please get your back and the call is disconnected.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sorry, I can't hear you clearly.
[AGENT][NEGATIVE] Yeah, this, uh, connection is very bad. It's, there's a big buzzing in the phone.
[CUSTOMER][NEUTRAL] Yeah, but.
[CUSTOMER][NEUTRAL] There is no sound, yeah.
[AGENT][NEUTRAL] OK, I'm going to go ahead and uh disconnect the call [PII], and can you call us right back?
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] Thank you, sir.