AccountId: 011433970860
ContactId: 22be2162-7659-4bdf-9998-63c9e6ac6d41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 43200 ms
Total Talk Time (AGENT): 15638 ms
Total Talk Time (CUSTOMER): 14999 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/2025/06/13/22be2162-7659-4bdf-9998-63c9e6ac6d41_20250613T13:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from provider's office. She's on a claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 0411232654.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, spell the name for me, please.