AccountId: 011433970860
ContactId: d7ad6cfc-c1af-44e3-a071-10041af6ba3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120879 ms
Total Talk Time (AGENT): 13988 ms
Total Talk Time (CUSTOMER): 25877 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/d7ad6cfc-c1af-44e3-a071-10041af6ba3f_20250604T21:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a client status.
[AGENT][NEUTRAL] OK, I could check on a claim for you.
[AGENT][NEUTRAL] Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. It will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes. It will be D as in Delta 46401727.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And your name, please?
[CUSTOMER][NEUTRAL] You there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?