AccountId: 011433970860
ContactId: cc66ed99-6cc6-4aea-9b09-45c84b07378f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62479 ms
Total Talk Time (AGENT): 13630 ms
Total Talk Time (CUSTOMER): 22601 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/cc66ed99-6cc6-4aea-9b09-45c84b07378f_20250430T19:47_UTC.wav
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[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] Yeah, hi, my name is St[PII]Could you help me out with the claim status?
[AGENT][NEUTRAL] OK, St[PII]you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] OK you have one coin to check that on, is that correct? No, I have more to claims. OK.
[AGENT][NEUTRAL] OK, St[PII]or some reason there is an echo in our call.
[CUSTOMER][NEUTRAL] And even for some reason there is an echo in our call.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold. One moment.
[CUSTOMER][NEGATIVE] I'm not getting you.
[CUSTOMER][NEUTRAL] I'm going to place you on a brief hold. One moment. You are on hold.
[AGENT][NEUTRAL] Hi St[PII]are you able to hear me?