AccountId: 011433970860
ContactId: 4e5c5090-0f6d-4db5-9ca8-3f2c96f3ac26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218300 ms
Total Talk Time (AGENT): 40357 ms
Total Talk Time (CUSTOMER): 58234 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/2025/01/29/4e5c5090-0f6d-4db5-9ca8-3f2c96f3ac26_20250129T17:14_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office.
[CUSTOMER][NEUTRAL] Just check a claim status. How are you doing today?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][POSITIVE] Yeah, I'm fine and thank you for asking.
[AGENT][NEUTRAL] You're welcome. I can help you with claim status, and may I get the spelling of your name, please?
[CUSTOMER][NEUTRAL] My name?
[AGENT][NEUTRAL] Yes, the spelling of your name.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. In the tour in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] Can you please spell out your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], am I right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have your
[AGENT][NEUTRAL] Callback number in case this call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Sorry, my system is too slow.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] 9.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, can you please repeat that?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And my extension number is [PII].
[AGENT][NEUTRAL] OK, it looks like there's some digit, a digit missing. So the area code is [PII].
[AGENT][NEUTRAL] And then it's [PII], there's a digit missing.
[CUSTOMER][NEUTRAL] Yes,