AccountId: 011433970860
ContactId: c853b077-e5a5-4cbc-8ff4-41757310d997
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146729 ms
Total Talk Time (AGENT): 14028 ms
Total Talk Time (CUSTOMER): 31561 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/c853b077-e5a5-4cbc-8ff4-41757310d997_20250415T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, I'm calling on a claim that I got a payment for and I'm just questioning uh the amount.
[AGENT][NEUTRAL] OK, I can take a look at that claim for you. We're just needing clarification as to why you received the amount that you did.
[CUSTOMER][NEUTRAL] OK. I mean, I'm trying to figure out, it seems like you didn't pay for any of the, the surgery to actually be performed, so I'm a little confused.
[AGENT][POSITIVE] OK, yeah, we can definitely get that pulled up and take a look. Um, what was your name?
[CUSTOMER][NEUTRAL] The name is [PII]
[CUSTOMER][NEUTRAL] First name is, again, [PII], and the first name is [PII]
[CUSTOMER][NEUTRAL] Do you need the claim number?
[CUSTOMER][NEUTRAL] Hello, are you still there?
[CUSTOMER][NEUTRAL] You still there?
[CUSTOMER][NEUTRAL] Nothing like not knowing if they're there or not.
[CUSTOMER][NEUTRAL] Oh boy.