AccountId: 011433970860
ContactId: 52ba0c27-bf34-4fea-b2cc-e5971f78ca26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74800 ms
Total Talk Time (AGENT): 32642 ms
Total Talk Time (CUSTOMER): 35742 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/52ba0c27-bf34-4fea-b2cc-e5971f78ca26_20250320T14:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from um University of Pittsburgh physicians. I have a claim I need to go over with you, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim.
[CUSTOMER][NEUTRAL] OK, this is [PII], I can help you with.
[AGENT][NEUTRAL] Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Thank you, what is the
[CUSTOMER][NEUTRAL] [PII] [PII] and the ID is [PII].
[AGENT][POSITIVE] OK, I'm gonna put you on a quick hold while I transfer you on over to IMA so that they can help you with your claim status. So it's gonna be a brief hold. Thank you so much for calling ATL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK so
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, you too, thank you.
[AGENT][NEUTRAL] You're welcome, ma'am. Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][POSITIVE] Thank you for calling