AccountId: 011433970860
ContactId: b28641f0-3cb9-4b83-8fab-88700aeaf1bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156380 ms
Total Talk Time (AGENT): 16756 ms
Total Talk Time (CUSTOMER): 32378 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/b28641f0-3cb9-4b83-8fab-88700aeaf1bc_20250514T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Um, pleasant, uh, good afternoon. How are you doing?
[AGENT][NEUTRAL] I'm so sorry it's a bit difficult to hear you. Could you repeat that?
[CUSTOMER][POSITIVE] Is a pleasant good afternoon. How are you doing?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEGATIVE] I'm good. Um, this is [PII]. I'm calling in regards to a medical bill that I have and I give them my insurance, and they said, um, um, I need to contact my insurance because, uh, something wasn't right. I don't understand.
[AGENT][NEUTRAL] OK, sure, um, I'll see if they did, uh, file that claim with us, um, and if they did, uh, we'll see what those notes.
[CUSTOMER][NEUTRAL] Uh, repeat that.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK