AccountId: 011433970860
ContactId: 83dfa62d-7a68-4ae1-820e-46f0170f8f37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102989 ms
Total Talk Time (AGENT): 32842 ms
Total Talk Time (CUSTOMER): 33350 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/83dfa62d-7a68-4ae1-820e-46f0170f8f37_20250320T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL Broker Resources. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling for the provider to check on a claim status. Please be informed that this call is being recorded and monitor for quality and training purposes. May I know if I can help you with the patient information and the provider information?
[AGENT][NEUTRAL] Um, no, I'm sorry, you've called Broker Resources, but I can get you over to claims.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Yeah, give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], OK, I need your assistance, please.
[AGENT][NEUTRAL] So it's an [PII] number now calling to do follow up on a claim. How do what? I don't have which one is claims.
[AGENT][NEUTRAL] It's not that one, right?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Oh yeah, well, I'm gonna have to receive it for or do I out for.
[AGENT][NEUTRAL] 894
[AGENT][NEUTRAL] Mhm.