AccountId: 011433970860
ContactId: 3f2f60f1-84df-4c43-8f9a-70543b0f0b29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197059 ms
Total Talk Time (AGENT): 10408 ms
Total Talk Time (CUSTOMER): 32712 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/3f2f60f1-84df-4c43-8f9a-70543b0f0b29_20250320T14:28_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. This is [PII] and my last name is [PII], and I'm calling from provider's office to check on the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with that claim status. Can you give me a um good callback number?
[CUSTOMER][NEUTRAL] Sure, it's gonna be [PII] and it's a direct line, no extensions.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I do have the policy number. One moment.
[CUSTOMER][NEUTRAL] Yes, it's D as in Delta 43,510,820.
[CUSTOMER][NEUTRAL] Uh hello, [PII]. Are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, [PII], are you there?