AccountId: 011433970860
ContactId: 0127bca4-8bb9-44b8-a4ea-81a43c751554
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57279 ms
Total Talk Time (AGENT): 32416 ms
Total Talk Time (CUSTOMER): 26637 ms
Interruptions: 1
Overall Sentiment: AGENT=3.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/0127bca4-8bb9-44b8-a4ea-81a43c751554_20250306T19:03_UTC.wav
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[CUSTOMER][NEUTRAL] From what I understand.
[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling um regarding a um check that you're trying to send for a patient.
[AGENT][POSITIVE] OK, yes, I can certainly help with that, [PII]. What is the policy number, please?
[CUSTOMER][NEUTRAL] I don't have that. What you left yesterday was the patient's date of birth?
[AGENT][POSITIVE] Oh, yes, OK, yes, thank you, [PII]. Thank you for getting back with me. Um, let me see if I can get that.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Yeah, what was
[AGENT][NEUTRAL] Just see if I can
[AGENT][NEUTRAL] This is for [PII]
[CUSTOMER][NEUTRAL] I have the policy number anyways, yes.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, yes, yes, I, um, I was able to get in touch with uh [PII] from the corporate office and I apologize, but, yes. Yeah, so we've gotten this all resolved and, and I, yeah, I, I appreciate it.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][POSITIVE] Oh you did OK perfect. OK, so you.
[CUSTOMER][POSITIVE] OK wonderful OK no problem just wanna make sure I return the call.
[AGENT][POSITIVE] OK, [PII], thank you for contacting us. That is, uh, thank you very much.