AccountId: 011433970860
ContactId: 0a360962-1e4b-44c8-8b58-8d3897bc03d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 36040 ms
Total Talk Time (AGENT): 12442 ms
Total Talk Time (CUSTOMER): 13920 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0a360962-1e4b-44c8-8b58-8d3897bc03d2_20250204T21:10_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. I'm calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] Right, I can help with the claim status. What is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number is 980753.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure. The name is uh [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?