AccountId: 011433970860
ContactId: d21a8b1d-e14e-4bdd-8243-2c20a83b5c0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90639 ms
Total Talk Time (AGENT): 38027 ms
Total Talk Time (CUSTOMER): 29781 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/d21a8b1d-e14e-4bdd-8243-2c20a83b5c0a_20250421T16:09_UTC.wav
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[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling from the products office to check on a claims.
[AGENT][NEUTRAL] OK, [PII], I can help you with claims. Can I please get your call back number sir just in case the call is dropped.
[CUSTOMER][NEUTRAL] So [PII] is a direct line.
[AGENT][NEUTRAL] Thank you sir and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] and the date of birth I have [PII] and the policy number is D as in Delta 46802147.
[AGENT][NEUTRAL] OK [PII], I'm gonna put you on a brief hold and transfer you now on over to IMA.
[AGENT][NEUTRAL] And let me give you that phone number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] All right, you can go ahead and transfer.
[AGENT][POSITIVE] And thank you, sir.
[AGENT][POSITIVE] Well, you have a wonderful week and thanks for calling APL sir.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you for calling