AccountId: 011433970860
ContactId: 1bc78e2b-0d46-4d71-9dbd-e82a7ac29887
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64837 ms
Total Talk Time (AGENT): 24167 ms
Total Talk Time (CUSTOMER): 18327 ms
Interruptions: 0
Overall Sentiment: AGENT=3.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/1bc78e2b-0d46-4d71-9dbd-e82a7ac29887_20250401T12:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] from the provider's office to check the claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim status, [PII]. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII], it's a direct line and upon checking the policy number which is going to be 02492946.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm having some issues with my computer. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] OK. May I, may I know how many minutes it will take?
[AGENT][NEUTRAL] Um, I'm not sure. I'll check back on the line with you. My computer is not letting me go to the policy. Um, hold on just a moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you