AccountId: 011433970860
ContactId: ce049222-4360-435e-9673-14e1f2e5996e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 38299 ms
Total Talk Time (AGENT): 14028 ms
Total Talk Time (CUSTOMER): 16529 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/ce049222-4360-435e-9673-14e1f2e5996e_20250610T20:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office to check a claim status. Could you please spell your name for me?
[AGENT][NEUTRAL] Sure. It's [PII], and may I have the spelling of your name?
[CUSTOMER][NEUTRAL] Yes, my my name is [PII].
[CUSTOMER][NEUTRAL] And my last name initial is [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number