AccountId: 011433970860
ContactId: e5701dd6-6d22-4de1-a523-90b7f280bfa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 46119 ms
Total Talk Time (AGENT): 9811 ms
Total Talk Time (CUSTOMER): 17180 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/e5701dd6-6d22-4de1-a523-90b7f280bfa6_20250121T13:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. I'm calling from provider's office, calling to check for a claim status. Could you please assist me?
[AGENT][NEUTRAL] I can help you, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's India 02273524.
[AGENT][NEUTRAL] OK, I'm sorry, that is not our policy number. Do you have a copy of the ID card?
[CUSTOMER][NEUTRAL] One more minute. I'll check for that.
[CUSTOMER][NEUTRAL] Just a minute, please.