AccountId: 011433970860
ContactId: 38c82e56-25c8-4ca5-ae3a-0ca055747184
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84769 ms
Total Talk Time (AGENT): 29711 ms
Total Talk Time (CUSTOMER): 36889 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/38c82e56-25c8-4ca5-ae3a-0ca055747184_20250228T19:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] Hey, [PII], what's going on?
[CUSTOMER][NEUTRAL] Oh, just trying to write, uh, you know, so many things. Hey, can you just tell me what the gap plan summary is for uh for PRD 24918?
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] It's called Ewing, heating and air conditioning.
[AGENT][NEUTRAL] 24 you said 249?
[CUSTOMER][NEUTRAL] 918, yeah, 18, yeah.
[AGENT][NEUTRAL] And you're just needing like to know what the rates are or you?
[CUSTOMER][NEUTRAL] Yeah, I just wanna make sure, no, I just wanna make sure if it's uh $7900 or $8150. I'm working off site today.
[AGENT][NEUTRAL] Oh, OK, um, let me.
[AGENT][NEUTRAL] Looks like we've done both so let me see what's current.
[AGENT][NEUTRAL] Looks like 8150, [PII].
[CUSTOMER][NEUTRAL] Alright, $400 on the outpatient side.
[AGENT][NEUTRAL] And let me scroll, scroll, scroll. Yep, sure is.
[CUSTOMER][POSITIVE] OK, all right, thanks. All right, have a great, you know, if you can think that for weekend, OK?
[AGENT][NEUTRAL] You too, [PII]. Uh-huh, bye-bye.
[CUSTOMER][POSITIVE] All right you take care. Yeah, thanks. All right, bye. Bye.