AccountId: 011433970860
ContactId: f9c2a72d-7365-4516-b6d9-584bacfa7bc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71629 ms
Total Talk Time (AGENT): 19108 ms
Total Talk Time (CUSTOMER): 28711 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/f9c2a72d-7365-4516-b6d9-584bacfa7bc7_20250409T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, I was calling because I received a response to the call my file.
[AGENT][NEUTRAL] I'm so sorry. It is very difficult to hear you. Um, it sounds, uh, quite muffled.
[CUSTOMER][NEGATIVE] Um, and I don't understand.
[CUSTOMER][NEUTRAL] Is this better?
[AGENT][POSITIVE] Oh yes, thank you.
[CUSTOMER][NEUTRAL] OK, sorry, it was on my Bluetooth. Um.
[AGENT][POSITIVE] Oh no, that's all right.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, so, um, basically what I was saying is that I was, um, I received a response to a claim that I filed, and I don't understand what is being requested, so I just wanted to call and get more details.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, OK, so we're just needing to find out, um, just clarification on that claim denial, OK, uh.
[CUSTOMER][NEUTRAL] How long?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello.