AccountId: 011433970860
ContactId: 3a206add-0659-47e7-b8d2-92f98f9f8f11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78639 ms
Total Talk Time (AGENT): 29460 ms
Total Talk Time (CUSTOMER): 25040 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/3a206add-0659-47e7-b8d2-92f98f9f8f11_20250513T16:30_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. This is how may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from provider's office to your complaint status.
[AGENT][NEUTRAL] OK, May, I can help you with claim status, ma'am. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am. And thank you. And what is um the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, sure. The member's policy is.
[CUSTOMER][NEUTRAL] 3 XY Yankee 0028798.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers, May. Do you see a different number?
[CUSTOMER][NEUTRAL] Um, no, that is only the number I'm having.
[AGENT][NEUTRAL] OK, that is not one of APL's policy numbers.
[CUSTOMER][NEUTRAL] OK. OK. Got it.