AccountId: 011433970860
ContactId: 0732fe17-fcc7-4faf-bc68-414ffce28ad8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223580 ms
Total Talk Time (AGENT): 52069 ms
Total Talk Time (CUSTOMER): 48306 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/0732fe17-fcc7-4faf-bc68-414ffce28ad8_20250306T21:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm trying to reach somebody named [PII] on a client.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you with Ms. [PII]. Uh, can I please get your name and your callback number and the name of your facility?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, my name's [PII]. I'm a nurse at the University of Colorado Hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have a policy number on this case if that's helpful.
[AGENT][NEUTRAL] Yes, ma'am. What is that, please?
[CUSTOMER][NEUTRAL] It's 024861887.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold and see if Miss [PII] is available. Is she expecting your call?
[CUSTOMER][NEGATIVE] Well, well, not really. I'm trying to get records over to her and sometimes it, it's, I don't know why they're not going, but I reset them again.
[AGENT][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] All right, let me go ahead and put you on a hold. Let me let [PII] know you're on the phone and I'll be right back with you, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 60
[AGENT][NEUTRAL] 9363288.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII]. I'm gonna go ahead and transfer you on over to [PII] now. So it's gonna be a brief hold. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. I've got Miss [PII] on the other line for you.
[CUSTOMER][POSITIVE] OK, you can let me speak too. Thank you.
[AGENT][POSITIVE] OK, thanks, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] All right.