AccountId: 011433970860
ContactId: d820eeff-b824-44a0-ae9c-8f2c544bb890
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86870 ms
Total Talk Time (AGENT): 23600 ms
Total Talk Time (CUSTOMER): 19401 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/d820eeff-b824-44a0-ae9c-8f2c544bb890_20250425T18:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII]. And how many um claims do you have in total today?
[CUSTOMER][NEUTRAL] Only one.
[AGENT][NEUTRAL] Alright, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] It's 22392.
[AGENT][NEUTRAL] Um, that may be their group number. Do you have their ID card available?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what's the member's first and last name?
[CUSTOMER][NEUTRAL] The member name is [PII]. Can I spell it?
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.