AccountId: 011433970860
ContactId: e1bdd6f0-be8a-4528-9e1c-06dc7ec0209c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144660 ms
Total Talk Time (AGENT): 44977 ms
Total Talk Time (CUSTOMER): 48690 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/e1bdd6f0-be8a-4528-9e1c-06dc7ec0209c_20250613T13:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Alright, so I was calling to check on my son's claim.
[AGENT][NEUTRAL] OK. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And a callback number
[AGENT][NEUTRAL] Hello, Mrs. [PII]. You're breaking up a little. Hello?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] It is 01392608.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Miss [PII], may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Uh, address you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said it was a claim for your son.
[AGENT][NEGATIVE] Um, so that's for NO.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I sent the other paper in at the latest that needed to be signed.
[AGENT][NEUTRAL] OK, it looks like they're getting ready to send the payment. It has not been finalized yet they're working on it.
[CUSTOMER][NEUTRAL] OK. Alright, thank you. I was just checking.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][POSITIVE] That'll be it, thank you.
[AGENT][POSITIVE] Yeah, you're welcome. Thank you for calling ATL. Have a good day.