AccountId: 011433970860
ContactId: 8cfe5891-6841-4c4b-abba-9599a80e44b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66360 ms
Total Talk Time (AGENT): 27490 ms
Total Talk Time (CUSTOMER): 32330 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/8cfe5891-6841-4c4b-abba-9599a80e44b1_20250108T18:35_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I'm calling from an urgent care. How are you?
[AGENT][POSITIVE] I'm doing wonderful how about yourself today, [PII]?
[CUSTOMER][POSITIVE] I'm good, thank you so much for asking. Actually I'm calling you regarding one of my patients claim status. Can you help me out with this, please?
[AGENT][POSITIVE] Yeah, I'd love to help you with claim status today. Do you mind if I really quickly grab a good callback number for you?
[CUSTOMER][NEUTRAL] Sure it's [PII] under the extension [PII].
[AGENT][NEUTRAL] Thank you. And what is your member's policy number today?
[CUSTOMER][NEUTRAL] Well, the member policy number begins with D like Delta 43713657.
[AGENT][NEUTRAL] All right, unfortunately, [PII], that policy number is going to be the
[AGENT][NEUTRAL] The policy number for 90 degree benefits, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there another one on that card somewhere? It's usually 6 to 8 digits.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] No, that's it, that's what I'm looking for. Thank you so much.
[AGENT][POSITIVE] No, no worries. Take care.
[CUSTOMER][POSITIVE] Thank you.