AccountId: 011433970860
ContactId: 86beea35-43f8-4ef3-b476-cb7dd270c6fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126540 ms
Total Talk Time (AGENT): 55452 ms
Total Talk Time (CUSTOMER): 49620 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/86beea35-43f8-4ef3-b476-cb7dd270c6fc_20250625T12:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from University of Miami to check on a claim status.
[AGENT][NEUTRAL] I can help with the claim status. What's that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, sure it will be.
[CUSTOMER][NEUTRAL] 020641016.
[AGENT][NEUTRAL] Thank you, the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It will be [PII]. Date of birth will be [PII].
[AGENT][NEUTRAL] OK, the number you you gave me was 020641016.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK, that's not one of our uh policies. Um, do you, uh, could you spell the insured's last name for me? Maybe I can find it that way.
[CUSTOMER][NEUTRAL] Yeah, sure, it'll be [PII].
[AGENT][POSITIVE] Thank you and the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure it will be [PII] with the extension of [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you, see what I can find here.
[AGENT][NEUTRAL] OK, so the last name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, perfect.
[AGENT][NEUTRAL] OK, there's no one in my file that has that name. Um, I'm sorry, I'm, I'm not able to find anybody with that with that, uh.
[AGENT][NEUTRAL] Last name uh uh [PII].
[CUSTOMER][NEUTRAL] Oh I see.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Got it.