AccountId: 011433970860
ContactId: 04a9daea-db24-43bd-909e-7a0d06a9150a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186240 ms
Total Talk Time (AGENT): 55787 ms
Total Talk Time (CUSTOMER): 53330 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/04a9daea-db24-43bd-909e-7a0d06a9150a_20250514T15:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi Ms. So, I, I was trying to reach Ms [PII].
[AGENT][NEUTRAL] Yeah. OK, may I have your name and I can see if she's available right now?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK. And a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And is she expecting your call, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, we were disconnected. She called me back but I was on the other line.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Got you. OK. All right, let me get, let me try to see if I can get her on the line. OK, one moment, OK, I'm gonna put you on a brief hold. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey
[CUSTOMER][POSITIVE] Thank you for calling A. Oh hey.
[AGENT][NEUTRAL] Hey it's me. OK, you're ready for her? I didn't get no information. She was like, uh, yeah, we just, we just disconnected. I just wanted to speak to her. I'm like, OK, yeah.
[CUSTOMER][NEUTRAL] Never know.
[CUSTOMER][NEUTRAL] Yeah, I did call back. I got a different provider and was like she like I could pass it along and so, OK, clearly there's that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hmm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, let me put her.
[CUSTOMER][NEUTRAL] Yes, actually, do you have the, you have that policy number? I've taken a call since then.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Mm mm mm. I didn't get no information at all. She didn't give me no.
[CUSTOMER][POSITIVE] Oh, that's OK that's fine. I'll, I'll get it back from her, no worries, thank you.
[AGENT][POSITIVE] OK. You're welcome. Here she comes. Have a good day. Mm.
[CUSTOMER][NEUTRAL] OK. Bye.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome. Thank you for holding and being patient for Miss [PII]. I got Miss [PII] on the line.
[CUSTOMER][NEUTRAL] Hi Ms. [PII].
[CUSTOMER][NEUTRAL] Think so.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][POSITIVE] Sorry about the uh missed call. I was on the line with the primary insurance service patient.
[CUSTOMER][NEUTRAL] You are perfectly fine. I did speak to, but I don't remember her name. I did talk.