AccountId: 011433970860
ContactId: e5547016-7919-4a2d-8e91-fb58f73dcb4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71059 ms
Total Talk Time (AGENT): 22932 ms
Total Talk Time (CUSTOMER): 13630 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/e5547016-7919-4a2d-8e91-fb58f73dcb4c_20250206T18:42_UTC.wav
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[AGENT][NEUTRAL] [PII] this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm with AdventHealth Ottawa calling in regards to a claim.
[AGENT][NEUTRAL] OK, I can help you with the claim, Ms. [PII]. um, can I please get your call back number ma'am just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yes, it's a direct line is [PII].
[AGENT][POSITIVE] Thank you ma'am and then what is your um.
[AGENT][NEUTRAL] Your patient's name, the patient's name for the claim?
[AGENT][NEUTRAL] Ms. [PII], can you hear me?
[AGENT][NEUTRAL] Hello Miss [PII]
[AGENT][NEUTRAL] Ms. [PII].