AccountId: 011433970860
ContactId: 0b856e6c-be93-4826-a67b-4be5e0815a39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268040 ms
Total Talk Time (AGENT): 75328 ms
Total Talk Time (CUSTOMER): 90480 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/0b856e6c-be93-4826-a67b-4be5e0815a39_20250124T17:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning. May I speak with [PII]?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, may I have your name so I can let her know that you're calling and see if she's available?
[CUSTOMER][NEUTRAL] Yeah, I'm calling from, um, sorry, my name is [PII] calling from group number 18223.
[AGENT][NEUTRAL] And let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, and um can you go ahead and verify the the um mailing address and the group name for me?
[CUSTOMER][NEUTRAL] OK, [PII]?
[CUSTOMER][NEUTRAL] I mean sorry.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh my [PII], how about rain for [PII], and Southern Winds Hospital.
[AGENT][NEUTRAL] OK, thank you. Alright, and I'm waiting on her response, OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um.
[AGENT][NEUTRAL] All right, she said she's ready for you. OK, one moment, let me transfer you over.
[CUSTOMER][POSITIVE] OK dokey thank you.
[AGENT][POSITIVE] Thank you. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[CUSTOMER][NEUTRAL] Hey, girl, I'm OK. How about yourself?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm good thank you. Yeah, she asked directly for you. She said, can I speak to [PII]? I'm like, OK, so I did get the information and verify her, um, so I did verify all the information including the callback number which is the same one in the system. Did did you get the correct, uh, group number? I know I put the wrong one in the beginning.
[CUSTOMER][NEUTRAL] I did Southern winds.
[AGENT][POSITIVE] OK, yes, yes, that's correct. OK, you're ready for her?
[CUSTOMER][POSITIVE] Yeah, OK, I got it.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] OK, thank you. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line. She's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in billing. I understand you asked for me directly.
[CUSTOMER][NEUTRAL] Hey [PII], it's me. How are you?
[CUSTOMER][POSITIVE] I'm good how are you? I'm doing great, great, great, thank you. So darling, the reason I'm calling you, I sent you an email. I don't know if you were able to get it. um, I sent you an email on the [PII] of this month.
[CUSTOMER][NEUTRAL] Regarding the same issue that we addressed it last time that we spoke that my staff specifically that happened with one which is the only one I guess that she uses.
[CUSTOMER][NEGATIVE] Um, denying the coverage because she is not active, which is impossible.