AccountId: 011433970860
ContactId: 9e69de0e-2d18-45db-8f3b-861f1271c5aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196850 ms
Total Talk Time (AGENT): 27339 ms
Total Talk Time (CUSTOMER): 43577 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/9e69de0e-2d18-45db-8f3b-861f1271c5aa_20250530T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm wanting to speak with [PII], please.
[AGENT][NEUTRAL] OK, and what is this in regards to?
[CUSTOMER][NEUTRAL] Uh, some claims.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] I'm sorry, I, I think it cut out. Can you try, can you give me?
[CUSTOMER][NEUTRAL] Uh, the patient
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, the claim is for [PII]. My name is [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] 59.
[CUSTOMER][NEGATIVE] Oh no, sorry.
[CUSTOMER][NEUTRAL] Uh, maybe is it 593-301?
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment and I will connect you with her, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling Ael [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I just gave you um a message about [PII].
[CUSTOMER][NEUTRAL] Yes, I already had um the policy because I was making correction, but you can go and send her over.
[AGENT][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling A Pillows for [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing just fine, and yourself?