AccountId: 011433970860
ContactId: f9d3aae0-43da-43eb-8481-0656b911ab63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143960 ms
Total Talk Time (AGENT): 18138 ms
Total Talk Time (CUSTOMER): 35223 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/f9d3aae0-43da-43eb-8481-0656b911ab63_20250127T13:45_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] 1.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on claim status. Could you please help us?
[AGENT][NEUTRAL] I can, can you spell your name for me?
[CUSTOMER][NEUTRAL] Yeah, [PII] Could you, an initial to the last name [PII]. Could you please spell out your name for documentation purpose?
[AGENT][POSITIVE] So thank you.
[AGENT][NEUTRAL] It's [PII], first initial last name is [PII], and what's the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] I don't know
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, the policy number is 46512623302.
[AGENT][NEUTRAL] OK, that's not our policy number [PII], do you have a copy of the card?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, on the
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold while you look for that card, one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII], did you locate the policy number?
[CUSTOMER][NEUTRAL] Oh, I'm in advance.