AccountId: 011433970860
ContactId: 44dc07c4-3705-451c-9ab1-6f6cf7acfcc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105510 ms
Total Talk Time (AGENT): 17269 ms
Total Talk Time (CUSTOMER): 53636 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/44dc07c4-3705-451c-9ab1-6f6cf7acfcc6_20250107T22:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII], I just got hung up on by selling there, um.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I need that some.
[CUSTOMER][NEUTRAL] Uh, well, I need to get an explanation of benefits. You guys on, uh, free, free, uh,
[CUSTOMER][NEUTRAL] 3 dates where I had some.
[CUSTOMER][NEUTRAL] Surgeries and just a bunch of the uh a bunch of things done and
[CUSTOMER][NEUTRAL] No, I have Medicare and they won't pay until we get an explanation.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] I'm here.
[AGENT][NEUTRAL] OK, well, I'd be happy to assist with your explanation of benefits. Um, first I'll need to gather some information. May I have your first name please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] Uh, the policy number is 02261126.
[CUSTOMER][NEUTRAL] And the group number is 70056.
[CUSTOMER][NEUTRAL] What's going on with my phone. I don't know what.
[CUSTOMER][NEUTRAL] OK.