AccountId: 011433970860
ContactId: 36b4245b-6f15-4fdb-b3c3-9499429bc4ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 43200 ms
Total Talk Time (AGENT): 16883 ms
Total Talk Time (CUSTOMER): 11021 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/2025/03/25/36b4245b-6f15-4fdb-b3c3-9499429bc4ae_20250325T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office checking on the claim status. May I know is this the claims department of APS?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, this is the claims department I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The callback number is [PII].