AccountId: 011433970860
ContactId: d13c6102-8ef8-44f7-8083-26065fd17798
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107819 ms
Total Talk Time (AGENT): 3207 ms
Total Talk Time (CUSTOMER): 47409 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/d13c6102-8ef8-44f7-8083-26065fd17798_20250530T12:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting A. My name is.
[CUSTOMER][NEUTRAL] Hi, I can't hear you very well. My name is [PII], and I am calling because I file a claim.
[CUSTOMER][NEUTRAL] And um I just wanna make sure because I started it for the MRI OK? and then they recommended the the other doctor recommended to do some therapy and I know the place that I am doing the therapy is going to submit the other documentation because I didn't know, I didn't present my APL card while I was there.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello, I can, I, I hear a lot of noise.
[CUSTOMER][NEUTRAL] I can't hear you.
[CUSTOMER][NEUTRAL] Can you please call me back?
[CUSTOMER][NEGATIVE] No, you're it's, it's impossible to hear you. Something is going on with your microphone.