AccountId: 011433970860
ContactId: 3012f8da-5f15-4541-857f-60778552998d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78360 ms
Total Talk Time (AGENT): 26408 ms
Total Talk Time (CUSTOMER): 32039 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/3012f8da-5f15-4541-857f-60778552998d_20250205T14:59_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] and I'm calling from the provider office. Actually, I want to check the test today.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with claim status. What is the callback number?
[CUSTOMER][NEUTRAL] So, that is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Sure, that is.
[CUSTOMER][NEUTRAL] Uh, there is a 5 consecutive 0, then 7979617.
[AGENT][NEUTRAL] Is that for Trans America or APL?
[CUSTOMER][NEUTRAL] Uh, that is American Republic Insurance.
[AGENT][NEUTRAL] American Republic. Yeah, we're American public life, not American Republic.
[CUSTOMER][NEUTRAL] Oh, OK, no issue. That's fine.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thanks for information. Have a great day. Bye-bye.
[AGENT][POSITIVE] I hope you have a great day as well and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] No, no. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Oh