AccountId: 011433970860
ContactId: 9130f102-7fcf-4fef-baf4-934500d13051
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194509 ms
Total Talk Time (AGENT): 15082 ms
Total Talk Time (CUSTOMER): 42256 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/9130f102-7fcf-4fef-baf4-934500d13051_20250422T16:08_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] I understand. My name is [PII] and the last initial name is [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you hello?
[AGENT][NEUTRAL] How can I assist?
[CUSTOMER][NEUTRAL] Hello, my name is uh [PII]. Actually, I'm looking for my claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] I will provide the policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The policy number is
[CUSTOMER][NEUTRAL] 02152658.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The patient name is uh [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.