AccountId: 011433970860
ContactId: 07a5aba3-9338-4520-9f81-33377954c43f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104309 ms
Total Talk Time (AGENT): 21290 ms
Total Talk Time (CUSTOMER): 36989 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/07a5aba3-9338-4520-9f81-33377954c43f_20250404T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] with 90 Degree Benefits. I, I'm calling. I'm doing good. How are you, [PII]?
[AGENT][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] Doing alright thank you. What can we help you with?
[CUSTOMER][NEUTRAL] Uh, we have an employee of TRC staffing that, uh, his, uh, has a question about his claim, but I wanna make sure what your what is paid to date for COR premiums shows in your system.
[AGENT][NEUTRAL] OK, sure, we can take a look at that, yes, go ahead.
[CUSTOMER][NEUTRAL] Can I give you a social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and we were just needing to see um the up to how to up to date the payments were, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I also get.
[CUSTOMER][NEUTRAL] Hello? Can you hear me?
[CUSTOMER][POSITIVE] Oh goodness. Can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I will call you back.
[CUSTOMER][NEUTRAL] Cause I can't hear you.