AccountId: 011433970860
ContactId: 1823fa37-44d5-4e2e-a01a-e89fcbccfc1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 55049 ms
Total Talk Time (AGENT): 12018 ms
Total Talk Time (CUSTOMER): 33547 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/1823fa37-44d5-4e2e-a01a-e89fcbccfc1d_20250421T20:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] in customer service.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Um, help, please.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Um, I have a provider's office on the line. Uh, but when you look at this policy and, and let me know if we can help her or not. It's an, it's a UTBA HI policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's that
[CUSTOMER][NEUTRAL] Uh, it's 2212-228-7.
[AGENT][NEUTRAL] OK, and that for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, it looks like it goes through web TPA.
[CUSTOMER][POSITIVE] OK. Um, so I will transfer her over there. OK, thank you. Thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um, yes.