AccountId: 011433970860
ContactId: 744e7a93-359c-4428-b39c-e69fd0d77946
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80250 ms
Total Talk Time (AGENT): 15671 ms
Total Talk Time (CUSTOMER): 33544 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/744e7a93-359c-4428-b39c-e69fd0d77946_20250523T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling on behalf of the provider.
[AGENT][NEUTRAL] And how can I help you, [PII]?
[CUSTOMER][NEUTRAL] I called regarding to check the claim status.
[AGENT][NEUTRAL] OK, I can help you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes. Just give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's Florida.
[CUSTOMER][NEUTRAL] One second, it's getting open.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] The policy number I can see, it is 025.
[CUSTOMER][NEUTRAL] 84349
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] OK. I can't, I didn't hear you.
[CUSTOMER][NEUTRAL] Sorry, one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry for the interruption.