AccountId: 011433970860
ContactId: cb47ba35-01b4-475d-baa3-3394b2430a32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 558869 ms
Total Talk Time (AGENT): 32123 ms
Total Talk Time (CUSTOMER): 24300 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/cb47ba35-01b4-475d-baa3-3394b2430a32_20250106T20:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provider office. How are you doing?
[AGENT][POSITIVE] I'm good, thank you. How about you, Mr. [PII]?
[CUSTOMER][NEUTRAL] I'm doing good too. Um, actually, I just need some basic, uh, just some general information of your insurance for, uh, submitting claims. Can you help me with that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I can assist you with claim submission, Mr. [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. You got it?
[AGENT][NEUTRAL] Mm, yes, thank you. And uh do you have a policy number so I can look at the product and give you better information?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh, just a second, just give me a sec.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] No, Mr. [PII], are you still there?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello, [PII], you still there?
[AGENT][NEUTRAL] No one in the line is gonna in the call.