AccountId: 011433970860
ContactId: d6cfad44-ba07-4773-bebf-358dbe2a78bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146660 ms
Total Talk Time (AGENT): 32010 ms
Total Talk Time (CUSTOMER): 59173 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/d6cfad44-ba07-4773-bebf-358dbe2a78bf_20250623T15:57_UTC.wav
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[AGENT][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm with uh Bocaton Regional Hospital. I'm checking on the claim status. How are you today?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][POSITIVE] Blessed, thank you.
[AGENT][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] Is [PII] is that spelled [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And could I get a good callback number first just in case we're disconnected?
[CUSTOMER][POSITIVE] Yeah, [PII] that's correct.
[AGENT][NEUTRAL] OK. Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Patient's ID number is 0867100 ML8.
[AGENT][NEUTRAL] Mm, OK, let me get that number one more time, please.
[CUSTOMER][NEUTRAL] Alright, it's uh 086.
[CUSTOMER][NEUTRAL] 7100 ML 8.
[AGENT][NEUTRAL] And no one's coming up under that number. I could try to look them up under the social or their name and date of birth.
[CUSTOMER][NEUTRAL] OK, let's try the name and date of birth. First name is [PII], [PII]. Last name is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, can you hear me?
[CUSTOMER][NEUTRAL] Hey can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Um I'm sorry, I'm unable to hear you. Hello?
[CUSTOMER][NEUTRAL] Hello, can you hear me now? Hello, hello hello, hello?
[CUSTOMER][NEUTRAL] Hello hello hello?
[CUSTOMER][NEUTRAL] Hello hello hello?
[AGENT][POSITIVE] OK. I have your callback number. I'll try to give you a call back. Thank you.