AccountId: 011433970860
ContactId: 6cac05c0-2541-4c9a-95f1-a50829bce298
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102610 ms
Total Talk Time (AGENT): 29789 ms
Total Talk Time (CUSTOMER): 22251 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/6cac05c0-2541-4c9a-95f1-a50829bce298_20250325T13:41_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling for claim status, please.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] at [PII].
[AGENT][NEUTRAL] OK, [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 022.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 696.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Um, it looks like for this, um, this products administered for by web TPA.
[AGENT][NEUTRAL] Um, which you'll have to contact them for claim information.
[AGENT][NEUTRAL] Um, I can give you their number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye.