AccountId: 011433970860
ContactId: 3e86be4a-68b0-4a41-9c9b-f56000290371
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104180 ms
Total Talk Time (AGENT): 10716 ms
Total Talk Time (CUSTOMER): 59583 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/2025/05/05/3e86be4a-68b0-4a41-9c9b-f56000290371_20250505T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider's office to check on the claim status.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, it's going to be 01979941.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] May your last name insured?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] May your last name initial?
[CUSTOMER][NEUTRAL] If.
[CUSTOMER][NEUTRAL] that's a.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I was
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] The patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] Yeah