AccountId: 011433970860
ContactId: c4c20e85-f97e-4e68-a6d5-8af3559fb0a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121489 ms
Total Talk Time (AGENT): 18335 ms
Total Talk Time (CUSTOMER): 32040 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/2025/01/24/c4c20e85-f97e-4e68-a6d5-8af3559fb0a3_20250124T13:20_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] calling from provider office. I want to check your claim status.
[AGENT][NEUTRAL] OK. Can you spell your name for me?
[CUSTOMER][NEUTRAL] Uh, MAC and last name initial is [PII].
[AGENT][NEUTRAL] Do you have a callback number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] OK, uh, [PII] and extension is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yeah, policy number is 025013777.
[AGENT][NEUTRAL] OK, hold on one moment please.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] It was the first time.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Am I audible?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello hello?
[CUSTOMER][NEUTRAL] I thought I was.