AccountId: 011433970860
ContactId: c8bef625-4cf9-43a2-a8c2-cd3daed27b6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 41099 ms
Total Talk Time (AGENT): 8012 ms
Total Talk Time (CUSTOMER): 9587 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/c8bef625-4cf9-43a2-a8c2-cd3daed27b6a_20250416T12:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on provider's office to check for the claim status.
[AGENT][NEUTRAL] I'm sorry ma'am, what's your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I can't hear you at all.
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling from provider's office to check for the client.