AccountId: 011433970860
ContactId: 7cf83ecc-f5b6-4908-a8ab-84f1355b4967
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105099 ms
Total Talk Time (AGENT): 17122 ms
Total Talk Time (CUSTOMER): 18634 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/2025/05/07/7cf83ecc-f5b6-4908-a8ab-84f1355b4967_20250507T18:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[AGENT][NEUTRAL] [PII], how can I help you?
[CUSTOMER][NEUTRAL] Hi, this is, hi.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office and want to check claim status and I have a specific question.
[CUSTOMER][NEUTRAL] In the claim.
[AGENT][NEUTRAL] OK, uh, we'll be just needing, sure.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] I'm so sorry we're just needing a clarification for a claim, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK, yeah, I can check that for you. OK, sure, I'm so sorry. Oh, could you repeat your name for me?
[CUSTOMER][NEUTRAL] I have the claim number.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello.