AccountId: 011433970860
ContactId: e5c175e4-8a96-4f7e-8231-b7401596d92d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110690 ms
Total Talk Time (AGENT): 29251 ms
Total Talk Time (CUSTOMER): 61222 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/e5c175e4-8a96-4f7e-8231-b7401596d92d_20250205T13:14_UTC.wav
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[AGENT][NEUTRAL] Calling AL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my [PII], and I'm calling to check to see if there have been, um, uh, claims submitted from my, um, medical facility.
[AGENT][NEUTRAL] OK, you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] Sorry, go ahead.
[AGENT][NEUTRAL] Are you the policy holder?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get your policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, the number is 0256.
[CUSTOMER][NEUTRAL] 654 5
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] And mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. I don't show any claims on file for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, none at all from anyone.
[AGENT][POSITIVE] No claims at all, correct.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] OK. I appreciate it very much. Thank you for your help.
[AGENT][NEUTRAL] All right. Anything else I can answer for you?
[CUSTOMER][NEUTRAL] Uh, no, I'll do it.
[AGENT][POSITIVE] Oh alrighty thank you for calling APL have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you.