AccountId: 011433970860
ContactId: 847841db-b6b2-4b7f-bdab-faddd021e672
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206490 ms
Total Talk Time (AGENT): 53080 ms
Total Talk Time (CUSTOMER): 25413 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/847841db-b6b2-4b7f-bdab-faddd021e672_20250421T13:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I just got a notification that my claim was processed, but it didn't, it's, it, I guess it did not. Can you give me the reason?
[AGENT][NEUTRAL] Um, sure, uh, well, I am not the person that can provide you with that information, but I can definitely transfer you to the department. Would that be OK?
[CUSTOMER][NEUTRAL] OK so, yeah.
[AGENT][NEUTRAL] All right. And can I have the policy number?
[CUSTOMER][NEUTRAL] 740,240
[AGENT][NEUTRAL] 740,240.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. And just for verification steps, can you tell me um the date of birth on the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you very much. And I will go ahead and transfer you.
[AGENT][NEUTRAL] To the claims department right?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. You have a nice day.
[CUSTOMER][NEGATIVE] You too. You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient, Ms. [PII]. Um, I'm so sorry for the, the wait. Um, it looks like all of our agents are on a call right now. Would you like me to secure your place on the queue and stay on the line, or, or would you like to call back?
[CUSTOMER][POSITIVE] I'll, I'll call back. I can call back. Thank you.
[AGENT][POSITIVE] All right. You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] Mhm bye OK bye bye.
[AGENT][NEUTRAL] Bye bye.