AccountId: 011433970860
ContactId: 4bed8e13-d761-4b4b-8406-13cd8339eebd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 54590 ms
Total Talk Time (AGENT): 21110 ms
Total Talk Time (CUSTOMER): 33583 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/4bed8e13-d761-4b4b-8406-13cd8339eebd_20250131T19:08_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] Well hello there [PII]. My name is [PII] and I am currently calling from Canton Solutions claims department. The member that I have on the other line is a provider that is calling in and uh.
[CUSTOMER][NEUTRAL] I read, I read on the bulletin that for anybody that is, you know, can't get into the system with.
[CUSTOMER][NEUTRAL] Oh, are you still with me?
[AGENT][NEUTRAL] I am, I'm listening to what you're saying.
[CUSTOMER][NEGATIVE] Oh, the provider on the other phone hung up on me. Oh, OK.
[AGENT][NEUTRAL] Oh, well, then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, you have yourself a great shift, madam, OK?
[AGENT][POSITIVE] OK. Well, thank you, [PII], and I hope you have a nice weekend. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Not at all.
[AGENT][POSITIVE] OK. Well, thank you again for calling APL.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Of course. Have a great day. Bye-bye.
[AGENT][NEUTRAL] You too. Bye bye.