AccountId: 011433970860
ContactId: f3728e94-ce6c-4460-9b17-c0f66d570310
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 48759 ms
Total Talk Time (AGENT): 10918 ms
Total Talk Time (CUSTOMER): 9058 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/f3728e94-ce6c-4460-9b17-c0f66d570310_20250612T19:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, I didn't get your name. The phone was cutting out.
[AGENT][NEUTRAL] 00, I'm sorry, can you hear me?
[CUSTOMER][NEUTRAL] Yes, I can hear you.
[AGENT][NEUTRAL] OK yeah so this is [PII]. My name is [PII]. How can we help you?
[CUSTOMER][NEUTRAL] OK, my name is [PII] and I'm calling regarding claim status.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?