AccountId: 011433970860
ContactId: b9096730-ef5b-417a-8a72-eb4bed577acb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96800 ms
Total Talk Time (AGENT): 11521 ms
Total Talk Time (CUSTOMER): 21837 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/2025/06/25/b9096730-ef5b-417a-8a72-eb4bed577acb_20250625T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from office. I need to check the claim status for the patient. May I know your good name with the spell? Mhm.
[AGENT][NEUTRAL] All right, [PII].
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] Yeah, just a moment.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Actually, hello?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, I have, uh, I don't have the