AccountId: 011433970860
ContactId: a5b7ffb1-4ed1-4cee-b3ca-6cdd9e399b3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96739 ms
Total Talk Time (AGENT): 23373 ms
Total Talk Time (CUSTOMER): 34599 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/a5b7ffb1-4ed1-4cee-b3ca-6cdd9e399b3c_20250204T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on the client status.
[AGENT][NEUTRAL] I'm so sorry. Um, it is very quiet. I'm really muffled. I cannot hear you very well.
[CUSTOMER][NEUTRAL] OK, is it audible now?
[AGENT][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] Uh, is it OK now? Hello?
[AGENT][NEGATIVE] Um, it, it sounds just extremely muffled.
[CUSTOMER][NEUTRAL] Hello. Hello.
[CUSTOMER][NEUTRAL] OK. I, is it, uh, is it audible now?
[AGENT][POSITIVE] It's a bit better, yeah. What was your name? I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and it's spelled as [PII]. And my initial is [PII].
[AGENT][NEUTRAL] OK, and what can we do for you today [PII]?
[CUSTOMER][NEUTRAL] Yeah, so I do have 4 patients with me with uh 2 data services for each patient, and I just need some claim status for those.
[AGENT][NEUTRAL] We're needing to check on claims.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, OK, uh let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so can I get a
[CUSTOMER][NEUTRAL] Yes, hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.