AccountId: 011433970860
ContactId: 8e5213dd-756c-405d-add6-c41be0611d81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 41930 ms
Total Talk Time (AGENT): 11697 ms
Total Talk Time (CUSTOMER): 14910 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/8e5213dd-756c-405d-add6-c41be0611d81_20250507T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi [PII]. Hi [PII], this is [PII] calling from provider's office to checking the claim status.
[AGENT][NEUTRAL] How did you say Theo
[AGENT][NEUTRAL] What was your name?
[CUSTOMER][NEGATIVE] Sorry, I didn't get you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You, OK, you have a good callback number?
[CUSTOMER][NEUTRAL] Uh that is [PII] and it is a direct line.
[AGENT][NEUTRAL] OK, I can help you with claim status. Do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah sure just give me a moment.