AccountId: 011433970860
ContactId: 9f3b6c2e-d24c-4be7-a3c0-12eb0b24501d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66949 ms
Total Talk Time (AGENT): 10339 ms
Total Talk Time (CUSTOMER): 18851 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/9f3b6c2e-d24c-4be7-a3c0-12eb0b24501d_20250421T21:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there. Um, I'm calling with a question. I just had um a mammogram done and they told me I could submit my information to you guys due to the fact that I do have the insurance with you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you were
[CUSTOMER][POSITIVE] I have coverage with you.
[AGENT][NEUTRAL] Sure, OK, so were you just needing assistance in filing a claim for uh that mammogram?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?