AccountId: 011433970860
ContactId: af2d8379-bea1-40e3-8b6a-a1513ee313a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51880 ms
Total Talk Time (AGENT): 22270 ms
Total Talk Time (CUSTOMER): 24219 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/af2d8379-bea1-40e3-8b6a-a1513ee313a9_20250625T14:41_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling about a couple of phones that I put in.
[AGENT][NEUTRAL] OK, you submitted some claims? Yes, I can certainly help with that. What is your policy number?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Um, the policy, yeah, hold on a second there.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, hi.
[CUSTOMER][NEGATIVE] She fucking hung up on me? hello.
[AGENT][NEUTRAL] Yeah, I'm sorry, I can barely hear you.
[CUSTOMER][NEUTRAL] Is anybody there?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, I can barely hear you too. Hello?
[AGENT][NEUTRAL] Yeah, I'm sorry, I can barely hear you. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, that's big because I'm collecting a claim. Hello.
[AGENT][NEUTRAL] OK. Yeah, I'm sorry. I'm, I'm, I'm not able to hear you. Do you have your policy number? I could look it up. I could look up your claim.
[CUSTOMER][NEUTRAL] Yeah, how about fixing your phone? How about fixing your phone, so I can hear you.