AccountId: 011433970860
ContactId: 262d32cf-6f13-4128-b4cd-a7cb1d4f34fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 53900 ms
Total Talk Time (AGENT): 16481 ms
Total Talk Time (CUSTOMER): 13040 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/262d32cf-6f13-4128-b4cd-a7cb1d4f34fb_20250508T18:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII].
[AGENT][NEUTRAL] How can I help today, [PII]?
[CUSTOMER][NEUTRAL] I just want to know, know the status of the claim.
[AGENT][POSITIVE] I'm happy to check on a claim. What's the policy number?
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] I'm sorry, can you repeat that one more time?
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] That's not the ID number that's our payer ID.
[CUSTOMER][NEUTRAL] Uh, you want to NPI.
[AGENT][NEUTRAL] I need the certificate number.
[CUSTOMER][NEUTRAL] Hold on.