AccountId: 011433970860
ContactId: a93a60c0-13fa-4c5a-8fb2-57564d95502c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77819 ms
Total Talk Time (AGENT): 17441 ms
Total Talk Time (CUSTOMER): 40870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/a93a60c0-13fa-4c5a-8fb2-57564d95502c_20250303T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] I'm calling from provider's office looking for claim status.
[AGENT][NEUTRAL] May I have a callback number, please?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] It's A as in Alpha, F as in Foxtrot, T as in Tango, Alpha Romeo, and then number 2355451.
[AGENT][NEUTRAL] That's not one of our policy numbers.
[CUSTOMER][NEUTRAL] OK, I do have one more claim to check. Just a moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And can we check this one? OK. It's H as in Hotel, Charlie Papa, and the number 5,765,100.
[AGENT][NEUTRAL] Our policies does not start with a letter.
[CUSTOMER][POSITIVE] OK, no problem. Thanks for your assistance. You have a good day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. [PII]. Have a great day as well.