AccountId: 011433970860
ContactId: 18e2e3f8-c18d-4f5f-a4c1-37903a26548b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98120 ms
Total Talk Time (AGENT): 28004 ms
Total Talk Time (CUSTOMER): 57753 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/18e2e3f8-c18d-4f5f-a4c1-37903a26548b_20250307T16:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing, Mr. So this is [PII] again.
[CUSTOMER][NEUTRAL] Uh, I, I talked to you earlier before you transferred me over to the medical, to the medical portion of uh.
[CUSTOMER][NEUTRAL] My privacy.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] Yeah, I, I just want to make sure that I, that I understood. I'm, I'm glad as you because I, I just want to ask that it's just a quick question, uh.
[CUSTOMER][NEUTRAL] I talked to them and they they were saying that, OK.
[CUSTOMER][NEUTRAL] That if whatever claims.
[CUSTOMER][NEUTRAL] It still has to come to your you you guys before you get to them so.
[CUSTOMER][NEUTRAL] My, my, the only problem thing that I wanted to know is like even if I have a medical situation I still give them my APL card right?
[CUSTOMER][NEUTRAL] There's no other
[AGENT][NEUTRAL] Yes, [PII], you sure do.
[CUSTOMER][NEUTRAL] So there's no other card that I need. It's just long as long as I have.
[AGENT][POSITIVE] Yes, always give them that.
[CUSTOMER][NEUTRAL] OK, and that's all I, that's all I needed to, to, to make sure of.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, [PII], thank you so much for calling back. You're very welcome, sir.
[CUSTOMER][POSITIVE] I thank you.
[CUSTOMER][POSITIVE] Yes ma'am, you have a great day and also a great weekend.
[AGENT][POSITIVE] Have a wonderful weekend. I'm glad I was able to help you.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you. Alright, be careful on the road. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, bye bye, sir.