AccountId: 011433970860
ContactId: 5d13ce16-be98-443b-a93e-9cc4172d7923
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81220 ms
Total Talk Time (AGENT): 15587 ms
Total Talk Time (CUSTOMER): 25690 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/2025/06/17/5d13ce16-be98-443b-a93e-9cc4172d7923_20250617T17:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I would like to check the status of a claim. Can you help me with that?
[AGENT][NEUTRAL] Yes, I can help with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, the best callback number is [PII].
[AGENT][NEUTRAL] OK and the policy number for the patient?
[CUSTOMER][NEUTRAL] The patient's primary insurance policy ID is Alpha 6,014,516,200.
[AGENT][NEUTRAL] Um, that's not one of our policy numbers. Do you have the last name?
[CUSTOMER][NEUTRAL] The patient's last name is [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] The patient's last name is [PII].
[AGENT][NEUTRAL] The first name?
[CUSTOMER][NEUTRAL] The patient's first name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, that's correct. The patient's first name is [PII].