AccountId: 011433970860
ContactId: 44836fac-f49f-4dd1-b6a7-ab04bbc3fb1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51340 ms
Total Talk Time (AGENT): 14509 ms
Total Talk Time (CUSTOMER): 22901 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/2025/05/09/44836fac-f49f-4dd1-b6a7-ab04bbc3fb1c_20250509T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Pros office checking for a claim status.
[AGENT][NEUTRAL] OK, I can help you with that then. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, and my callback number is [PII] is my line.
[AGENT][NEUTRAL] Could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, and the policy number is 980381276.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Can you check with the patient name and date of birth?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] So, and the last name is [PII].