AccountId: 011433970860
ContactId: 6453e3e5-8313-4059-830e-20f0ff2dbb1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80879 ms
Total Talk Time (AGENT): 21184 ms
Total Talk Time (CUSTOMER): 27682 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/6453e3e5-8313-4059-830e-20f0ff2dbb1c_20250512T17:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I need to check status on the plane.
[AGENT][POSITIVE] I'll be happy to assist with claim status. May I have your first name, please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] And [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] ID is 2255706 ML8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And what is the data service?
[CUSTOMER][NEUTRAL] 1125 24 total charge 2,336.
[AGENT][NEUTRAL] And what's your tax ID?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm not showing we have that claim on file.
[CUSTOMER][POSITIVE] OK, no problem. I'll go ahead and rebuild. Thank you so much.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.