AccountId: 011433970860
ContactId: 26810946-03c3-4187-bf0e-3364da95dad0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60720 ms
Total Talk Time (AGENT): 26645 ms
Total Talk Time (CUSTOMER): 33580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/26810946-03c3-4187-bf0e-3364da95dad0_20250107T15:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning [PII]. Hi, this is [PII]. I have an insured on the line. Oh, sorry about that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You OK?
[AGENT][NEGATIVE] Yeah, I'm just sick.
[CUSTOMER][NEUTRAL] OK, OK, OK, um, I have an insured on the line, Miss [PII]. She's calling in regards to, um, benefits, um, the policy number she provided, um.
[CUSTOMER][NEUTRAL] Actually, um, I think this is a web TPA question here, um, is 212-2287.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so 212-287?
[CUSTOMER][NEUTRAL] 212-228-7
[AGENT][NEUTRAL] OK, let me take a look real quick because if it's web TPA we just give them the number and they are transfer or they're just transferred over there.
[CUSTOMER][NEUTRAL] OK, it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so just provide them with TPA's phone number. You can either transfer transfer them or they can contact them themselves, either one.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][POSITIVE] You're welcome thanks [PII].
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Mm bye bye.