AccountId: 011433970860
ContactId: 1d1b62a9-5a2d-46ba-9931-aef2082a7166
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112940 ms
Total Talk Time (AGENT): 33001 ms
Total Talk Time (CUSTOMER): 22091 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/1d1b62a9-5a2d-46ba-9931-aef2082a7166_20250527T14:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], how you doing? This is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had called on last week and he told me to give you the Friday about the claim.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], can I get your policy number please?
[CUSTOMER][NEUTRAL] 0244.
[CUSTOMER][NEUTRAL] 9508
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify your uh date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's for my son [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd, our system is slow this morning.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, looks like it's still pending for medical records, uh, you know, they were gonna try to get the medical records from the, uh, the first ER that he went to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like we're still waiting on those records to come in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that's that's fine thank you.
[AGENT][POSITIVE] OK, thanks for calling ATL and have a great rest of your day bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You do the same.