AccountId: 011433970860
ContactId: 63be7340-ec05-42f4-8ade-c9cecc46f302
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 34549 ms
Total Talk Time (AGENT): 13170 ms
Total Talk Time (CUSTOMER): 14299 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/2025/01/15/63be7340-ec05-42f4-8ade-c9cecc46f302_20250115T21:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from provider's office to check on client status.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Sure. That will be
[CUSTOMER][NEUTRAL] U as in Uniform, 7187813301.
[AGENT][NEUTRAL] OK, that sounds like the primary uh insurance.
[AGENT][NEUTRAL] ID number. Our number is going to start with a 0.
[CUSTOMER][NEUTRAL] OK, one moment, let me check that one.
[AGENT][NEUTRAL] Oh, OK. OK.