AccountId: 011433970860
ContactId: ddf29ec7-59d9-4fb1-9076-7caf5cad7c45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58450 ms
Total Talk Time (AGENT): 15400 ms
Total Talk Time (CUSTOMER): 14298 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/ddf29ec7-59d9-4fb1-9076-7caf5cad7c45_20250509T19:20_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling HTL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes. Hi [PII]. My name is [PII]. I was calling in again today because I'm looking to get a couple of EOB's faxed over to us.
[AGENT][NEUTRAL] OK, yeah, I can get those EOB sent over to you, um, you have those, uh, the claim numbers?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, so I can check on those claims first. I'll get that information and we can get all of that sent to you.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?