AccountId: 011433970860
ContactId: 549a9c77-3bf0-4e8f-9d6f-c0c92676a80d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197220 ms
Total Talk Time (AGENT): 38942 ms
Total Talk Time (CUSTOMER): 49593 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/549a9c77-3bf0-4e8f-9d6f-c0c92676a80d_20250411T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to check on a claim for a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Phone number. Um, let's see. Do you have the last name?
[AGENT][NEUTRAL] Or social?
[CUSTOMER][NEUTRAL] Uh yes, it's, yeah, it's [PII].
[AGENT][NEUTRAL] And first name?
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEGATIVE] Uh, systems running just a bit slow. Let me see.
[AGENT][NEUTRAL] Um, I'm not pulling up that.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] You have a social by chance?
[AGENT][NEUTRAL] He
[CUSTOMER][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] A group number might work too.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Yeah, I'm not pulling that up. Um, do you have a group number?
[CUSTOMER][NEUTRAL] It's 71149307.
[AGENT][NEUTRAL] Um, yeah, I'm not, I'm not able to find that person with any of the information provided.
[CUSTOMER][NEUTRAL] OK. Um, I guess I'll get with the patient then.
[AGENT][POSITIVE] OK, sorry about that.
[CUSTOMER][POSITIVE] All right, no worries thanks have a good day.
[AGENT][POSITIVE] Thank you, thanks for calling APL as well.