AccountId: 011433970860
ContactId: ec9bfaba-2c14-492f-9d9e-35c278d04494
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 44560 ms
Total Talk Time (AGENT): 13448 ms
Total Talk Time (CUSTOMER): 10600 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/ec9bfaba-2c14-492f-9d9e-35c278d04494_20250618T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello? Can you hear me?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yeah. Hi, [PII]. Uh, will you please transfer this call to the claim department want to check the claim is open and available or not?
[AGENT][NEUTRAL] I'm sorry, we're checking on a claim status.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can check on that for you. What was your name please?
[CUSTOMER][NEUTRAL] My name