AccountId: 011433970860
ContactId: 2b82e362-8b0d-4eac-9478-6b29d1007019
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114089 ms
Total Talk Time (AGENT): 25955 ms
Total Talk Time (CUSTOMER): 33044 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/2b82e362-8b0d-4eac-9478-6b29d1007019_20250507T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, uh, this is [PII]. I'm calling from Elmhurst Memorial Hospital, and I wanted to get more information about a payment.
[AGENT][NEUTRAL] OK. And you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm sorry, could you repeat that? The line cut off.
[AGENT][NEUTRAL] You have a good callback number?
[CUSTOMER][NEUTRAL] You have a good call back number? Sure, um, [PII].
[AGENT][NEUTRAL] And policy number of the patient?
[AGENT][NEUTRAL] Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah the poet.
[CUSTOMER][NEUTRAL] Policy number is 02045049 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[AGENT][NEUTRAL] You have the patient name and date of birth?
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Hello?