AccountId: 011433970860
ContactId: 08418481-5590-498a-b85c-fe99fbb332b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86349 ms
Total Talk Time (AGENT): 14079 ms
Total Talk Time (CUSTOMER): 26586 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/08418481-5590-498a-b85c-fe99fbb332b8_20250109T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi I was calling um to verify benefits I guess for a patient. He gave me this as a secondary insurance.
[AGENT][NEUTRAL] OK, yeah, I could check those benefits for you uh what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 80052.
[CUSTOMER][NEUTRAL] ML 8.
[CUSTOMER][NEUTRAL] Can you hold on one second?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] So good chiropractic.
[CUSTOMER][NEUTRAL] OK, hold on one second.