AccountId: 011433970860
ContactId: 9c4995ee-cf70-4270-a4dc-ace773796543
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64360 ms
Total Talk Time (AGENT): 11060 ms
Total Talk Time (CUSTOMER): 18809 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/9c4995ee-cf70-4270-a4dc-ace773796543_20250617T21:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. This is [PII] calling from provider office regarding the claim status. Kerala, can I know your initial and last name?
[AGENT][NEUTRAL] Um, I'm, you said, uh, initial to my last name?
[CUSTOMER][POSITIVE] Yes, yes, please.
[AGENT][NEUTRAL] Uh, last initial is [PII], uh, and you did say that we were checking on a claim, is that correct?
[CUSTOMER][POSITIVE] Yes, yes, you got.
[CUSTOMER][POSITIVE] Yes, you're correct.
[CUSTOMER][NEUTRAL] [PII], can you hear me?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], are you there? I'm unable to get your voice?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]