AccountId: 011433970860
ContactId: 4cc41e59-f5d7-4ff7-80a7-c5e42d4d41e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150570 ms
Total Talk Time (AGENT): 28140 ms
Total Talk Time (CUSTOMER): 20931 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/4cc41e59-f5d7-4ff7-80a7-c5e42d4d41e4_20250102T20:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Sir, I need some information about, can I, can I file a claim on something? Uh, I was in the hospital for a car wreck.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I claim the gap on that?
[AGENT][NEUTRAL] We can definitely take a look. Um, you, did you have to go to the, was it an emergency room visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, yeah, we could definitely pull up your policy and take a look as long as your uh primary insurance did help cover some, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, so our secondary is very dependent on major medical, um, so as long as they pay that, uh, typically can we can get it pulled up, um, just to make sure, um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] The verse of [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.