AccountId: 011433970860
ContactId: 136568f7-dcb5-4462-84b3-d1adaba21e13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67529 ms
Total Talk Time (AGENT): 13510 ms
Total Talk Time (CUSTOMER): 50117 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/136568f7-dcb5-4462-84b3-d1adaba21e13_20250523T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in Berker Resources. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good, I have a uh provider on the line calling to check status on a claim.
[AGENT][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Let me know when you're ready.
[AGENT][NEUTRAL] I'm ready, you have the policy number.
[CUSTOMER][NEUTRAL] OK. I do. It is 216-9085.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And yeah, they callback
[CUSTOMER][NEUTRAL] I do. His name's [PII]. I couldn't understand who he's from, um, what provider he's with, but the data service he's calling on is 1231-2024un La Rika, and his callback number is [PII].
[CUSTOMER][NEUTRAL] And he hung up, so never mind. He went in. I was on hold for a long time, sorry. OK, anyways, well, have a, have a good weekend bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. All right.
[AGENT][POSITIVE] Oh, you're fine. OK, thank you.
[AGENT][NEUTRAL] Too. Bye-bye.