AccountId: 011433970860
ContactId: e1b2f598-b35a-45f7-bb4a-1a94a36e7988
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97930 ms
Total Talk Time (AGENT): 35612 ms
Total Talk Time (CUSTOMER): 19747 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/e1b2f598-b35a-45f7-bb4a-1a94a36e7988_20250618T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATM. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from office checking on the claims.
[AGENT][POSITIVE] Sure, yeah, I can assist you with current status. First, could I get a good call back number just in case we're disconnected?
[CUSTOMER][NEGATIVE] Actually, I'm sorry. I, I can't hear your voice. Your voice is breaking.
[AGENT][NEUTRAL] Sure, ma'am. I can assist you with my status. Um first, can I get your name? Well, I got your name. Can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, I'm so sorry. I'm not able to hear your voice. Your voice is in and out.
[AGENT][NEUTRAL] I apologize. Would you like to hang up and try again?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm still here.
[CUSTOMER][NEUTRAL] Could you please transfer the call to someone?
[AGENT][NEUTRAL] No, I'm not able to transfer the call.
[AGENT][NEUTRAL] Can you hear me now? Hello?
[CUSTOMER][NEUTRAL] Yeah, I can hear you but I can't hear you properly.
[AGENT][POSITIVE] OK, I apologize. I've been taking calls all day and I haven't had any issues. Everyone's been able to hear me.