AccountId: 011433970860
ContactId: acb1d93b-b19c-498d-9b33-ba8114dce8e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 54069 ms
Total Talk Time (AGENT): 27919 ms
Total Talk Time (CUSTOMER): 17769 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/acb1d93b-b19c-498d-9b33-ba8114dce8e6_20250306T14:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling CPL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to checking on the claim status.
[AGENT][POSITIVE] It would be my pleasure to assist you. Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] No, thank you. I appreciate that. There was some background noise and it was hard to hear you, but I appreciate you spelling your name for me. Can I get a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and I can help you with that claim status today. Do you have a claim number or policy number, please?