AccountId: 011433970860
ContactId: c96d0daf-bd86-45dd-9133-aa0513905aab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 44720 ms
Total Talk Time (AGENT): 19131 ms
Total Talk Time (CUSTOMER): 20341 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/c96d0daf-bd86-45dd-9133-aa0513905aab_20250422T17:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] again from Ophthalmology Consultants.
[AGENT][NEUTRAL] Hi, [PII], how
[CUSTOMER][NEUTRAL] Actually, I just forgot to take.
[CUSTOMER][NEUTRAL] Yeah. Actually, I just forgot to take the claim number for the earlier conversation that we were having. So, uh if you could help me with that.
[AGENT][NEUTRAL] Oh, yeah.
[AGENT][NEUTRAL] Absolutely. So that claim number, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Claim number is gonna be 355.
[AGENT][NEUTRAL] 639 8.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] All right. Thank you so much for [PII]. Have a great day.
[AGENT][POSITIVE] You're welcome. Have you too. Bye bye.
[CUSTOMER][NEUTRAL] OK.