AccountId: 011433970860
ContactId: 32db40b3-5d77-4888-bbde-728775b8433f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 38610 ms
Total Talk Time (AGENT): 15988 ms
Total Talk Time (CUSTOMER): 12337 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/2025/06/05/32db40b3-5d77-4888-bbde-728775b8433f_20250605T21:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office to check out the claim status.
[AGENT][NEUTRAL] OK, I can check in a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] It is 02588076.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?