AccountId: 011433970860
ContactId: da47dd35-816b-49a7-a601-d98720c873a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105769 ms
Total Talk Time (AGENT): 34280 ms
Total Talk Time (CUSTOMER): 29620 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/da47dd35-816b-49a7-a601-d98720c873a7_20250529T18:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from [PII]'s South checking on the clients.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim status, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, 1850627.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 1850627
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The first name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] And how many claims do you have in total today, [PII]?
[CUSTOMER][NEUTRAL] I don't have only one time.
[AGENT][NEUTRAL] OK, can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm, just a moment, please.
[CUSTOMER][POSITIVE] And I do have a system issue. I'll call you back later.
[AGENT][POSITIVE] All right, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK.