AccountId: 011433970860
ContactId: 1720c170-1329-4780-a63c-747906b6815c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77160 ms
Total Talk Time (AGENT): 14242 ms
Total Talk Time (CUSTOMER): 32491 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/1720c170-1329-4780-a63c-747906b6815c_20250423T13:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, we were just trying to get um some benefits and stuff for one of our patients here in the office.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, 02554136.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what's your name and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One second, sorry.
[AGENT][POSITIVE] Oh, you're good.
[CUSTOMER][NEUTRAL] OK, I'm so sorry, never mind, we, she gave us the wrong insurance card, so it's OK.
[AGENT][NEUTRAL] Oh, no. OK. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yeah you're OK thank you bye.
[AGENT][NEUTRAL] Yeah, bye.