AccountId: 011433970860
ContactId: 68c5accc-b4bd-4675-8ffa-d491a427f2f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135360 ms
Total Talk Time (AGENT): 34176 ms
Total Talk Time (CUSTOMER): 58360 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/68c5accc-b4bd-4675-8ffa-d491a427f2f1_20250320T16:25_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Look I'm calling to see, have you all received my claim that was filed.
[AGENT][POSITIVE] OK, I'll be happy to assist with your claim. May I have your first name please?
[CUSTOMER][NEUTRAL] It was a wellness. OK.
[AGENT][NEUTRAL] May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Mm, it was a wellness thing, um.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] So it was on the form I printed out but.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] who
[AGENT][NEUTRAL] What we're going to talk about it.
[CUSTOMER][NEUTRAL] 704-880
[AGENT][NEUTRAL] And if you can please um what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] And if you can please verify your date of birth and your email address.
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] I was thinking.
[AGENT][POSITIVE] Thank you for that one moment.
[CUSTOMER][NEUTRAL] Make sure that
[CUSTOMER][NEUTRAL] There you go um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm showing that the, was this for a colonoscopy?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm showing that that processed on the [PII] for $90.
[CUSTOMER][NEUTRAL] OK, can you tell me was it male or was it?
[CUSTOMER][NEUTRAL] Direct deposit.
[AGENT][NEUTRAL] It was mailed.
[CUSTOMER][POSITIVE] OK then alright then thank you.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That's it. uh, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] This is