AccountId: 011433970860
ContactId: 7ea2603d-5d23-4ba8-92a3-d3fe54cdf51b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99580 ms
Total Talk Time (AGENT): 13708 ms
Total Talk Time (CUSTOMER): 30599 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/7ea2603d-5d23-4ba8-92a3-d3fe54cdf51b_20250317T13:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider office to check on a claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with your claim status, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you for that and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] 01 moment, please.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] It's taking a while.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] As of now this claim, I mean that's one claim.
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Oh, yeah, sure. One moment, please.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] just bear with me. My system's get loading.
[CUSTOMER][NEUTRAL] And