AccountId: 011433970860
ContactId: 9b0723f5-7cf9-4367-bfc8-f3d9a86a8bbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96839 ms
Total Talk Time (AGENT): 33271 ms
Total Talk Time (CUSTOMER): 22539 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/9b0723f5-7cf9-4367-bfc8-f3d9a86a8bbb_20250408T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from a provider's office. I was just calling to check status in a claim.
[AGENT][POSITIVE] Yes, I can help you looking up the status for that claim.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes. It's [PII].
[AGENT][NEUTRAL] Do you say that's the policy number?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Uh, so that number is too long to be one of our policy numbers.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I believe it's 6 digits.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 00, OK.
[AGENT][NEUTRAL] It it says uh policy cert.
[CUSTOMER][POSITIVE] Um, OK then, thank you.
[AGENT][POSITIVE] Yeah, you're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that'll be it. Thank you.
[AGENT][POSITIVE] OK, yes. Have a good day. Thank you for calling EPO. Mhm. Bye.
[CUSTOMER][POSITIVE] Thank you