AccountId: 011433970860
ContactId: 4048e3fc-de21-40df-888b-61d848ccdf27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118010 ms
Total Talk Time (AGENT): 30628 ms
Total Talk Time (CUSTOMER): 33725 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/2025/04/18/4048e3fc-de21-40df-888b-61d848ccdf27_20250418T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm looking for the claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status. First, can I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and last initial is [PII] and callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] A for Alpha 63051441.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member's social?
[CUSTOMER][NEUTRAL] No, I I remember name and date of birth.
[AGENT][NEUTRAL] OK. What's the last name?
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] Party, uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment, I'm waiting on my system.
[AGENT][NEUTRAL] And her date of birth, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, I apologize. No one's coming up in our system with that name and date of birth.
[CUSTOMER][NEUTRAL] So, but
[CUSTOMER][NEUTRAL] But I have the correct number.