AccountId: 011433970860
ContactId: fe4b3d15-3003-4678-af5d-71df1a2a59cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231070 ms
Total Talk Time (AGENT): 52402 ms
Total Talk Time (CUSTOMER): 93083 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/fe4b3d15-3003-4678-af5d-71df1a2a59cc_20250404T18:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Pow office. Can I get the claim status?
[AGENT][NEUTRAL] Yes, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII], the last initial [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, one moment, please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, my callback number, [PII].
[AGENT][NEUTRAL] OK, and I can help you with claim status. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, please. One moment, please.
[CUSTOMER][NEUTRAL] Yeah, the policy number.
[CUSTOMER][NEUTRAL] Yes, sir. 002008553.
[CUSTOMER][NEUTRAL] And that.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] This.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient name, [PII]. The date of birth, [PII].
[AGENT][NEUTRAL] OK, I'm pulling up a different patient. So, can you give me that policy number one more time?
[CUSTOMER][NEUTRAL] Yeah, please. Yes, 002008553. Yes.
[AGENT][NEUTRAL] So 2008553?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes, the starting word has um after that 20s, after that 2, after the 20s, after 8553.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I'm not pulling up the name that you gave me. Uh, what was the last name of the patient?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] The last name of the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], the last [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yes, correct. That is correct.
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not pulling up that name.
[CUSTOMER][NEUTRAL] OK, ma'am, not problem, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can I get a call the number?
[AGENT][NEUTRAL] Uh, be my name, [PII], first initial last name [PII], um, it's [PII]
[CUSTOMER][NEUTRAL] Please spell it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] And anything else I can help with today?
[CUSTOMER][NEUTRAL] Uh, nothing. That's all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yeah, yeah. Thank you. Have a nice day.