AccountId: 011433970860
ContactId: cd561ee2-ba6d-47e5-8d12-b22cee96f224
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92139 ms
Total Talk Time (AGENT): 10760 ms
Total Talk Time (CUSTOMER): 27247 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/cd561ee2-ba6d-47e5-8d12-b22cee96f224_20250605T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII]. I was just at the, um, doctor's office, and they told me that they tried to submit a claim on [PII] and that, um, it was denied because my policy is expired, so I just wanted to see if I can have this looked into because the policy should not be expired.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh sure.
[AGENT][POSITIVE] Yeah definitely we'll get that pulled up and see what's going on with that, um, [PII], uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, hello, hello.