AccountId: 011433970860
ContactId: 4e4d2624-2f65-4eb3-a96e-7c67dba945b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62869 ms
Total Talk Time (AGENT): 24618 ms
Total Talk Time (CUSTOMER): 20848 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/2025/04/24/4e4d2624-2f65-4eb3-a96e-7c67dba945b2_20250424T22:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office regarding claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you. You said your name was [PII]?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 00092876900.
[AGENT][NEUTRAL] OK, it's
[AGENT][NEUTRAL] That's going to be a bit too long to be one of our policy numbers, [PII]. Give me just a moment.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's not gonna be one of our policy numbers um do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.