AccountId: 011433970860
ContactId: d30943a8-455d-4559-8bec-01e220a31777
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223919 ms
Total Talk Time (AGENT): 43239 ms
Total Talk Time (CUSTOMER): 26111 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/d30943a8-455d-4559-8bec-01e220a31777_20250226T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to check the status, please.
[AGENT][NEUTRAL] Um, yes, I can assist you with claim status. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number.
[CUSTOMER][NEUTRAL] 02580722.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] And is this for medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] This policy is actually coming up under his dental policy. One moment, let's see if he has a medical policy on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm still waiting on my system. One moment, please.
[CUSTOMER][NEUTRAL] Oh you're fine.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hey, thanks for your patience. I'm actually not showing a medical um policy on file for him.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thank you very much I appreciate your help.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No ma'am that's all thank you.
[AGENT][POSITIVE] OK OK, thank you again, [PII] for calling ATO. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][POSITIVE] Thanks.