AccountId: 011433970860
ContactId: 59cc91a2-65f3-40aa-8d23-1401fda50e56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101019 ms
Total Talk Time (AGENT): 30801 ms
Total Talk Time (CUSTOMER): 27308 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/59cc91a2-65f3-40aa-8d23-1401fda50e56_20250514T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] how
[CUSTOMER][NEUTRAL] Hi, hi, [PII], this is [PII] from doctor's office. I'm checking for claims.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I can help you with claims. May I please get your name again, please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you [PII]. And what is your call back number sir just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] And then um may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] So, repeat that what you're asking me for?
[AGENT][NEUTRAL] The patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the patient name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then what's [PII]'s date of birth and policy number please?
[CUSTOMER][NEUTRAL] Yes, I'm just locating it for you. One moment.
[AGENT][POSITIVE] OK, yes, please take your time.