AccountId: 011433970860
ContactId: 0f021b0a-6444-4b23-8459-a6bd35bce0aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344100 ms
Total Talk Time (AGENT): 52077 ms
Total Talk Time (CUSTOMER): 38021 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/0f021b0a-6444-4b23-8459-a6bd35bce0aa_20250422T18:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I was trying to contact um [PII] in the claims department.
[AGENT][NEUTRAL] OK, um, I can help you reach [PII]. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm the executive director of Myrma Health.
[AGENT][NEUTRAL] OK, and uh Mr. [PII], may I have a good contact number um just in case we're disconnected or if she asks, and then I'm gonna, I'm reaching out to her now.
[CUSTOMER][NEUTRAL] That'd be fine. My phone.
[CUSTOMER][NEUTRAL] Yeah, my phone number is area code [PII].
[AGENT][NEUTRAL] Thank you for that. And is it OK if I place you on just a brief hold? I'm reaching out to her now to see if she's available.
[CUSTOMER][POSITIVE] That'd be fine thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So, are you trying to me? Oh, wait a minute, I'm still on the phone.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I just got her and her extension. I'm getting ready to transfer you over to her now, OK?
[CUSTOMER][POSITIVE] That'd be fine. Thank you very much.
[AGENT][NEUTRAL] You're welcome. Thanks for calling APL. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] APL this is [PII].
[AGENT][NEUTRAL] Hey, [PII], um, I don't have any information. He just gave me his phone number and asked for you. Do you, you OK?
[CUSTOMER][POSITIVE] I, I'm good. If nothing else, I'll just have to ask him politely if we can call him back.
[AGENT][NEUTRAL] OK. All right, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, Mr. [PII], I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] That'd be very good. Thank you very much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mr. [PII]?