AccountId: 011433970860
ContactId: a36cc77f-82f9-48a4-95c6-1629dee19c18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92180 ms
Total Talk Time (AGENT): 30587 ms
Total Talk Time (CUSTOMER): 49950 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/a36cc77f-82f9-48a4-95c6-1629dee19c18_20250115T19:39_UTC.wav
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[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from a dental office, and I'm calling to get status of a claim.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. uh, [PII], can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I have a.
[CUSTOMER][NEUTRAL] Is it the group number or the subscriber ID number that I would give you um.
[AGENT][NEUTRAL] Um, let's try the subscriber ID.
[CUSTOMER][NEUTRAL] OK, 01580974.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, the insured is [PII], and I'm calling for his daughter.
[CUSTOMER][NEUTRAL] I don't know how to say it. [PII] is or yacht, I don't know.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII] is the only one listed under this policy.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] And that's why I still have an outstanding claim. Very good.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Was there anything else I can help you with? Yeah.
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Already.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.