AccountId: 011433970860
ContactId: 2ec8c85a-f70a-4abf-a205-2b542aa88c93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 39060 ms
Total Talk Time (AGENT): 13851 ms
Total Talk Time (CUSTOMER): 19351 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/2ec8c85a-f70a-4abf-a205-2b542aa88c93_20250214T14:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from provider's office Metroplex Care Group. I'm checking for a claim. Could you please help me?
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the claim, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yeah. Contact number is [PII].
[AGENT][NEUTRAL] Thank you for that and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] I have only one claim.
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, the member ID is