AccountId: 011433970860
ContactId: a39d7a91-1a97-4c33-b11d-54e5e57f69ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52490 ms
Total Talk Time (AGENT): 16052 ms
Total Talk Time (CUSTOMER): 21851 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/a39d7a91-1a97-4c33-b11d-54e5e57f69ad_20250411T17:29_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm [PII] here from Community Medical Associates for client status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, [PII]. It's [PII]. It's a direct line?
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number 00161368.
[AGENT][NEUTRAL] Um, repeat that for me please.
[CUSTOMER][NEUTRAL] 00161368
[AGENT][NEUTRAL] OK, that's not showing up as a valid policy number. Do you have a social?
[CUSTOMER][NEUTRAL] One moment please let me check here.