AccountId: 011433970860
ContactId: 900847ef-9fc9-4bcb-af7d-205c68d3496e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79040 ms
Total Talk Time (AGENT): 8089 ms
Total Talk Time (CUSTOMER): 42029 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/900847ef-9fc9-4bcb-af7d-205c68d3496e_20250429T13:48_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Um, so I have a, um,
[CUSTOMER][NEUTRAL] I have a bill here.
[CUSTOMER][NEUTRAL] Boom
[CUSTOMER][NEUTRAL] Oh, was diagnostic.
[CUSTOMER][NEUTRAL] Um, I did a, I did some tests. First of all, let me give you my insurance number so that you can.
[CUSTOMER][NEUTRAL] Um, because they, they charged it to you guys and you and you, they said that um
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] I do. Let me give it to you.
[CUSTOMER][NEUTRAL] It is, um, policy number is where I find that now.
[CUSTOMER][NEUTRAL] Policy, is the policy certificate?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that the policy number? OK. 02.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 584-586
[AGENT][NEUTRAL] OK. And what was your name and date of birth?