AccountId: 011433970860
ContactId: dead4e2a-6d08-498f-8c1c-368d62b82106
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 37560 ms
Total Talk Time (AGENT): 17210 ms
Total Talk Time (CUSTOMER): 15581 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/dead4e2a-6d08-498f-8c1c-368d62b82106_20250422T16:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I am needing to get some diagnostic codes, um, for a claim.
[AGENT][NEUTRAL] OK. What do you mean you're needing to get diagnostic codes?
[CUSTOMER][NEUTRAL] Um, I had a surgery back in January. Um, would the hospital provide those or would you guys have those?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, no, ma'am, yes, that is OK. So first off, let I can pull up your policy information, but I'll have to verify some things with you first for sec.