AccountId: 011433970860
ContactId: f150560c-c205-4308-9429-8492185dc94e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 27040 ms
Total Talk Time (AGENT): 9810 ms
Total Talk Time (CUSTOMER): 12939 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/f150560c-c205-4308-9429-8492185dc94e_20250317T18:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for doctor's office to check on our claim status, sorry, uh, to check on our bill status.
[AGENT][NEUTRAL] Could I get the uh a callback number, please?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII]. It's a direct line extension.
[AGENT][NEUTRAL] OK, what is the policy number you're calling?