AccountId: 011433970860
ContactId: 171468b7-43a1-4616-840c-0aecf2d34b3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74319 ms
Total Talk Time (AGENT): 27616 ms
Total Talk Time (CUSTOMER): 41342 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/171468b7-43a1-4616-840c-0aecf2d34b3d_20250214T17:49_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] out of Broker Resources. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm well, um, I have somebody on, um, I have [PII] on the phone and she's wanting to um look into a claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was, can you help her with that actually though, I wonder if this is not Medlink. Can you look up this claim number and tell me if I called the wrong.
[AGENT][NEUTRAL] Sure, what is it?
[CUSTOMER][NEUTRAL] I need to go to Medlink. It's 356-251-4.
[AGENT][NEGATIVE] OK, repeat that. I got the wrong thing.
[CUSTOMER][NEUTRAL] Yeah, 3562514.
[AGENT][NEUTRAL] Oh, I don't have anything coming up. 3562514.
[CUSTOMER][NEUTRAL] Yeah, that's, she said it was claim number and then gave me that.
[AGENT][NEUTRAL] OK, that's the claim. I'm looking at, looking for the policy. Give me a second. It's OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Yes, that is [PII].
[CUSTOMER][POSITIVE] OK, so I'll call them. Thank you.
[AGENT][POSITIVE] OK, all right, no problem.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.