AccountId: 011433970860
ContactId: afd70dda-9a74-4e6f-9d61-e8878d85f57b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57180 ms
Total Talk Time (AGENT): 16620 ms
Total Talk Time (CUSTOMER): 32461 ms
Interruptions: 1
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/afd70dda-9a74-4e6f-9d61-e8878d85f57b_20250204T19:01_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm [PII]. I'm calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, the policy number here is 84460824. I'm sorry. Just a second. The policy number is 2360102. 0 OK.
[AGENT][NEUTRAL] Yeah, I need the, I, I need the phone number as well.
[AGENT][NEUTRAL] Yeah, go ahead and give, give me the phone number.
[CUSTOMER][NEUTRAL] I'm so sorry, [PII]. I got confused for a second.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] So the phone number is [PII].
[CUSTOMER][NEUTRAL] Uh, yeah, the.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then now the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 2360102.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I