AccountId: 011433970860
ContactId: d23b7945-f466-4ff8-a9aa-4d11812fecc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60990 ms
Total Talk Time (AGENT): 3431 ms
Total Talk Time (CUSTOMER): 25129 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/d23b7945-f466-4ff8-a9aa-4d11812fecc1_20250624T18:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to check um.
[CUSTOMER][NEUTRAL] We have received a claim, but it looks like it denied. It looks like we might have got two denials, so I just wanna call, check, make for sure we got um the correct denial, and if it is uh one of them, how we can send that EOB so I just wanted to see if we could look at this.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Um,