AccountId: 011433970860
ContactId: b9699f31-bf29-4435-9dfa-c3c605a57790
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79160 ms
Total Talk Time (AGENT): 6047 ms
Total Talk Time (CUSTOMER): 49890 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/b9699f31-bf29-4435-9dfa-c3c605a57790_20250522T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hold on, let me take you out of the. I cannot hear you well.
[CUSTOMER][NEUTRAL] Well, my name is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I'm calling because I have um a thing that is called
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Hm I'm sorry.
[AGENT][POSITIVE] You're right.
[CUSTOMER][POSITIVE] I'm sorry about it. Um, I feel that I'm gonna get, uh, or something.
[AGENT][NEUTRAL] No, that's
[CUSTOMER][NEUTRAL] OK, um, I'm a cancer patient and I have a lymphedema and I have to start a treatment with my left arm that they, uh, took out all the lymphatic system.
[CUSTOMER][NEGATIVE] And um they don't accept insurances. So I need to pay for myself.
[CUSTOMER][NEUTRAL] There is a way that I pay, ask for an invoice and send it to you so you can pay to me for that service.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?