AccountId: 011433970860
ContactId: dcf264fa-5d1b-433e-88c4-ef4f326fed51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74669 ms
Total Talk Time (AGENT): 20307 ms
Total Talk Time (CUSTOMER): 8570 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/dcf264fa-5d1b-433e-88c4-ef4f326fed51_20250313T22:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] This is [PII] at APL. How can I help?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] How can I help today?
[CUSTOMER][NEUTRAL] [PII]. The bill amount is $414 even.
[AGENT][NEUTRAL] You need to check a claim status?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so I need a policy number, please.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] Is anyone there?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Holler, if you can hear me, I can't hear you. You'll need to call back.