AccountId: 011433970860
ContactId: 21420ad4-f688-4040-b6a0-1d40e9b8f031
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114330 ms
Total Talk Time (AGENT): 19881 ms
Total Talk Time (CUSTOMER): 50718 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/21420ad4-f688-4040-b6a0-1d40e9b8f031_20250408T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Tidal Health, and I've got a quick question. Um, I received an EOB for a patient, um, and it sounds like they are requesting some information in regards to a, uh, tax ID discrepancy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can.
[CUSTOMER][NEUTRAL] And I just wanted to review that real quick. I don't know if it's just the W-9 that you need or?
[AGENT][POSITIVE] Sure, OK, we can definitely get that pulled up, um, let's see.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] You have that EOB there with you, is that correct?
[CUSTOMER][POSITIVE] Uh yep I sure do.
[AGENT][POSITIVE] OK awesome alrighty so first off, if you don't mind, [PII], if I could get a good um callback number.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mm mm mm, I want a new I want a new headset before you leave I'm just kidding.
[CUSTOMER][NEUTRAL] Because I'm trying to get like a new.
[CUSTOMER][NEGATIVE] Can't get that. I gotta get it myself.
[CUSTOMER][NEUTRAL] She can't get into staples I guess.
[CUSTOMER][NEGATIVE] No, I'm, I'm gonna give up on that one.
[CUSTOMER][NEUTRAL] All right, I guess I'm gonna have to.