AccountId: 011433970860
ContactId: 9c6f8db4-89c5-45ea-849b-f7b98a5f7230
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71559 ms
Total Talk Time (AGENT): 33172 ms
Total Talk Time (CUSTOMER): 50365 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/9c6f8db4-89c5-45ea-849b-f7b98a5f7230_20250113T17:18_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] regarding claim status.
[AGENT][NEUTRAL] OK, I didn't get anything you said in the beginning. I only got claim status. Um, can you repeat what you said in the beginning?
[CUSTOMER][NEUTRAL] And they put.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from the provider's office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you're coming in and out. And what is the callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, can you repeat the first three digits? I didn't get those.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3600010587.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, that's not our policy number. Do you have the copy of the card? Our number starts with a 0 followed by 7 digits, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So perfect.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.