AccountId: 011433970860
ContactId: 747c42aa-7202-4693-9aec-541c0891328e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72750 ms
Total Talk Time (AGENT): 10499 ms
Total Talk Time (CUSTOMER): 47851 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/747c42aa-7202-4693-9aec-541c0891328e_20250611T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have a provider on the other line um that needs to speak with you. Um, can I give you the policy number?
[AGENT][NEUTRAL] Oh, really.
[CUSTOMER][NEUTRAL] Alright it is 233-423-7.
[AGENT][NEUTRAL] Part 12.
[CUSTOMER][NEUTRAL] Part
[CUSTOMER][NEUTRAL] There's only one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and the claim number is 3580031.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Actually, they just hung up. But basically, we have paid the max and she didn't understand why we couldn't pay out on her claim, and I'm like we've already paid on another claim previously so, but they hung up, so I guess they're OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but she was asking to speak to someone, I guess, to give a different answer, but we paid the max, so maybe they'll call back. I'll just note the policy. Thank you.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye.