AccountId: 011433970860
ContactId: 2f2864c2-b6f6-481a-9291-3c9d0ab3a81f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51220 ms
Total Talk Time (AGENT): 22010 ms
Total Talk Time (CUSTOMER): 17120 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/2f2864c2-b6f6-481a-9291-3c9d0ab3a81f_20250609T13:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, good morning. This is [PII] calling from provider service looking for the claim status.
[AGENT][POSITIVE] OK, good morning [PII]. I can help you with that. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] direct line.
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 9 6832.
[CUSTOMER][NEUTRAL] 18962.
[AGENT][NEUTRAL] OK, that would not be one of our policy numbers. That's too long.
[AGENT][NEUTRAL] Do you have a social for the patient?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the patient's last