AccountId: 011433970860
ContactId: 417b4f03-d96f-42d3-bc5a-5754ca18b85e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109580 ms
Total Talk Time (AGENT): 32908 ms
Total Talk Time (CUSTOMER): 29773 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/417b4f03-d96f-42d3-bc5a-5754ca18b85e_20250305T18:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah this is. How may I assist you? Hi, this is [PII] calling from the private office.
[AGENT][NEUTRAL] Yes, and how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] How may I assist you?
[CUSTOMER][NEUTRAL] I want to check the claim status of account number.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status. May I have the name of the facility and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, sure, I can assist you with current status. May I have the name of the facility and a callback number just in case we get disconnected? Uh, callback number is [PII].
[AGENT][NEUTRAL] OK. And where are you calling from?
[CUSTOMER][NEUTRAL] And where are you calling from? It's a Memorial Hospital for Cancer?
[AGENT][NEUTRAL] OK, thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you. May I have the patience?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] Hello, Ms. [PII], can you hear me?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Miss [PII], can you hear me?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Ms. [PII], I cannot hear you. Can you hear me?
[AGENT][NEUTRAL] Hello.