AccountId: 011433970860
ContactId: 5d29136c-2d55-4c1c-b141-8f6c3775cecd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 37799 ms
Total Talk Time (AGENT): 11798 ms
Total Talk Time (CUSTOMER): 14180 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/5d29136c-2d55-4c1c-b141-8f6c3775cecd_20250527T15:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm checking on a claim please.
[AGENT][NEUTRAL] OK, you're with their provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 1105239 ML5
[AGENT][POSITIVE] OK, thank you.