AccountId: 011433970860
ContactId: b319741d-c82f-405c-80a8-f0e68f4fecf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99029 ms
Total Talk Time (AGENT): 6388 ms
Total Talk Time (CUSTOMER): 20461 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/2025/01/27/b319741d-c82f-405c-80a8-f0e68f4fecf9_20250127T13:18_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] from Medina Medical Group. I want to see if you could look at a denial for a patient, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and the policy number?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] The policy number is 02559056.
[CUSTOMER][NEUTRAL] Hello.