AccountId: 011433970860
ContactId: b6974f67-d832-4c80-843a-6b09d82919d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81680 ms
Total Talk Time (AGENT): 20338 ms
Total Talk Time (CUSTOMER): 34271 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/b6974f67-d832-4c80-843a-6b09d82919d3_20250109T14:54_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling some providers office and I wanted to know the claim status.
[AGENT][NEUTRAL] OK. Did you say that your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's spelled [PII]
[AGENT][NEUTRAL] OK, [PII], thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] That's [PII] and that's a direct line.
[AGENT][NEUTRAL] OK, thank you and you did say you're needing claim status correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And [PII], how many claims do you have today?
[CUSTOMER][NEUTRAL] Uh, this one.
[AGENT][NEUTRAL] OK, and what is that member's policy number, please?
[CUSTOMER][NEUTRAL] 024
[CUSTOMER][NEUTRAL] 93395 M. Mary, L Lima number 8.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] And now.
[CUSTOMER][NEUTRAL] I.