AccountId: 011433970860
ContactId: 09365568-4246-478c-baa1-97d26b3144d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107139 ms
Total Talk Time (AGENT): 21071 ms
Total Talk Time (CUSTOMER): 25622 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/09365568-4246-478c-baa1-97d26b3144d9_20250422T17:11_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Um, I've got some claims that were recently processed by my primary insurance, and I was wondering how it worked with, um, the claims with you guys. Do, do, does the provider send you guys the claim? Does the insurance send you the claim or do I have to file the claim or or how does it work?
[AGENT][NEUTRAL] Sure, OK, um, so typically, um, it would either be through the provider if the provider doesn't do it then uh you would be the one to file the claim, um, but we can get all of that pulled up so I can make sure that I get you that um correct information, of course, uh, what was your name again? I'm so sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?