AccountId: 011433970860
ContactId: 609b3268-1322-45cc-a3e6-f9c1a7e071ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142160 ms
Total Talk Time (AGENT): 27738 ms
Total Talk Time (CUSTOMER): 33109 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/609b3268-1322-45cc-a3e6-f9c1a7e071ec_20250306T18:16_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] calling from provider's office. Could you please assist me with the claim clarification?
[AGENT][NEUTRAL] Sure, I can look at a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] 1905619
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] Ma's first name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. um, did you have that claim number?
[CUSTOMER][NEUTRAL] Claim number is 354.
[CUSTOMER][NEUTRAL] 1182.
[CUSTOMER][NEUTRAL] Could you please spell your name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, yes, can you hear me?
[CUSTOMER][NEUTRAL] Yeah, I can hear you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEGATIVE] You're able to hear me, um, but it keeps cutting out um um if you can hear me I'm going to hang up and call you back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you hear me now?