AccountId: 011433970860
ContactId: 9abac87e-ac5e-4a34-96a3-ffd855b471fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 55840 ms
Total Talk Time (AGENT): 11870 ms
Total Talk Time (CUSTOMER): 26987 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/9abac87e-ac5e-4a34-96a3-ffd855b471fc_20250417T19:38_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office.
[CUSTOMER][NEUTRAL] I'm looking for the claims status.
[AGENT][NEUTRAL] OK, I can help you with claim status and I'm sorry, could you repeat your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Early? OK. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, as in
[CUSTOMER][NEUTRAL] Yes, the callback number is uh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Policy number is 024.
[CUSTOMER][NEUTRAL] 74464 M as in Mike. L as in Lima.