AccountId: 011433970860
ContactId: a36a6447-71bf-4db3-b5fa-4eedeef7f990
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69199 ms
Total Talk Time (AGENT): 15580 ms
Total Talk Time (CUSTOMER): 17321 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/a36a6447-71bf-4db3-b5fa-4eedeef7f990_20250507T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Hi, [PII]. I'm [PII] calling you from provider's office upon checking general claim status.
[AGENT][NEUTRAL] OK, we're just needing to check on a claim.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and I'm so sorry um what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, is that with a [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK thank you I just wanted to verify that um and yes I can absolutely check on.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] The