AccountId: 011433970860
ContactId: 3843e032-0901-4c32-9f3f-259eff16bfa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58900 ms
Total Talk Time (AGENT): 14049 ms
Total Talk Time (CUSTOMER): 39308 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/3843e032-0901-4c32-9f3f-259eff16bfa6_20250228T18:05_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], it's Morgan Webb and Broker Resources. How are you?
[AGENT][POSITIVE] Good, how are you doing?
[CUSTOMER][NEUTRAL] Good, I have somebody who is trying to um get claim status. They gave me a policy number. I cannot find it and I, I really cannot understand like what they're saying. um I can the policy number that he gave me is 205188.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I think there's another 8 and then 1.
[CUSTOMER][NEUTRAL] The 3rd 8 could be wrong.
[CUSTOMER][NEUTRAL] Let's see if you could pull anything up.
[AGENT][NEUTRAL] So the number that you gave me was Doris and this is a Medlink policy. It wouldn't be cancer.
[CUSTOMER][NEUTRAL] OK, so call. OK, so I'm gonna call them at link. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Right.