AccountId: 011433970860
ContactId: 095524e5-f567-4b82-95aa-e5ea9351b9ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221789 ms
Total Talk Time (AGENT): 65571 ms
Total Talk Time (CUSTOMER): 38398 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/095524e5-f567-4b82-95aa-e5ea9351b9ff_20250416T20:35_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], can I please have [PII], please?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], you're needing to speak with [PII]?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII] from NAS.
[AGENT][NEUTRAL] OK, [PII], and go ahead and give me your callback number, please.
[CUSTOMER][NEUTRAL] Um, she's got it.
[AGENT][NEUTRAL] Let me see if she's available just a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Uh-huh, you're welcome.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], thank you for holding. OK, [PII] is not available at the moment. She's in a meeting. Could I have her give you a call?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do you know if [PII]'s in that same meeting?
[AGENT][NEUTRAL] Which [PII]?
[CUSTOMER][NEUTRAL] [PII] from claims.
[CUSTOMER][NEUTRAL] Are you in, are you in cancer claims or are you just at the, at the um customer service?
[AGENT][NEUTRAL] I'm part of the care team. I'm part of the care team and yes, [PII] is also unavailable. It appears she is in a call as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there anybody in the cancer team?
[CUSTOMER][NEUTRAL] Available?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Now there are some agents available in our claims support.
[AGENT][NEUTRAL] That I can try and connect you with. It's not specifically the cancer, it's, it's just the claim support, kinda like the care team handles a lot of different calls. If you would.
[CUSTOMER][NEUTRAL] OK, that's, that's, yes.
[CUSTOMER][POSITIVE] That's OK. I, I'm gonna go ahead and email um [PII]. Thank you though. I appreciate you trying.
[AGENT][POSITIVE] Oh, well, you're oh, you're welcome, [PII]. So anything else I can help you with?
[CUSTOMER][NEUTRAL] Have a
[CUSTOMER][NEUTRAL] No, thank you, [PII].
[AGENT][POSITIVE] You're welcome and it's nice speaking to you again. Thank you for calling APL and I still hope you have a nice evening.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.