AccountId: 011433970860
ContactId: cd856501-bf7c-4c0e-bac0-caa4261e3440
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351459 ms
Total Talk Time (AGENT): 61122 ms
Total Talk Time (CUSTOMER): 25644 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/cd856501-bf7c-4c0e-bac0-caa4261e3440_20250331T13:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I was calling to get claim status on a patient.
[AGENT][NEUTRAL] Um, may you repeat your name, please? I was unable to, um, catch.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] You're fine. [PII].
[AGENT][NEUTRAL] All right, Ms. [PII].
[AGENT][NEUTRAL] All right. And do you happen to have a policy number for the insured?
[CUSTOMER][NEUTRAL] Yes, it's going to be 02538271.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the name of the insured?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And can you confirm his date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, I was able to pull up his policy. And um Ms. [PII], since I don't handle um the part of claims, I will go ahead and um transfer you to the claims department so they can go ahead and um
[AGENT][NEUTRAL] Providing information you're requesting all right?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Thank you for holding. I really appreciate your patience, Ms. [PII]. Um, I'm sorry for the wait. It seems like, um, our care team is currently unavailable to take calls. They're all on all busy. Um, would you like me to place you on the hold in the queue or would you like me to gather you? All right. I will go ahead and um hold on your place in the queue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEGATIVE] You are on hold.