AccountId: 011433970860
ContactId: 29e84219-8523-4589-b46f-eea440a9f197
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82000 ms
Total Talk Time (AGENT): 27647 ms
Total Talk Time (CUSTOMER): 49840 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/29e84219-8523-4589-b46f-eea440a9f197_20250623T19:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] in [PII]. How you doing?
[AGENT][NEUTRAL] I'm fine, Mr. [PII]. How are you today?
[CUSTOMER][POSITIVE] Doing great, doing great just calling to see if I can check on a claim for one of our customers.
[AGENT][NEUTRAL] OK, uh, what's that policy number, please?
[CUSTOMER][NEUTRAL] Uh, policy number is 244-6295.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] Uh, let's see. A show claim has been received on the [PII] and [PII] and they are in line for processing.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] They get all that stuff.
[CUSTOMER][NEUTRAL] OK, so we do we did receive them and they're in line for processing.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] Perfect, that's all I need to know. I appreciate your time.
[AGENT][POSITIVE] Yes, sir. Thank you for calling APL. Have a great day, Mr. [PII].
[CUSTOMER][POSITIVE] 123. Thank you you too take care bye bye.
[AGENT][NEUTRAL] Bye.