AccountId: 011433970860
ContactId: 3c2c7037-11e0-4d7e-aa07-a16d7e86dddb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123510 ms
Total Talk Time (AGENT): 16537 ms
Total Talk Time (CUSTOMER): 62079 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/3c2c7037-11e0-4d7e-aa07-a16d7e86dddb_20250310T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I got your name down here, so I must have spoke to you the first time. Listen.
[CUSTOMER][NEUTRAL] This is [PII]. I work for [PII].
[CUSTOMER][NEUTRAL] I called uh maybe a couple months back because I told you I was gonna need to.
[CUSTOMER][NEUTRAL] Do a surgery?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was trying to see if my disability and all that was still there and he said yes, or you connected me with somebody.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm calling back to let you know that.
[CUSTOMER][NEUTRAL] Um, I had the initial consultation with the doctor that's gonna do the surgery.
[CUSTOMER][NEUTRAL] And the date.
[CUSTOMER][NEUTRAL] I set for.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Do I need to do, do I need to send any information to you confirming this date or do I wait until the week of like.
[AGENT][NEUTRAL] The policy that you have, what type of policy do you know that you have with us, [PII]? I would need to look.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not really sure. All I know is disability.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][POSITIVE] OK that's quite good.
[CUSTOMER][NEUTRAL] Um, is it the one for?
[AGENT][NEUTRAL] Are you still there, [PII]?