AccountId: 011433970860
ContactId: 50b92127-bc50-47b6-9728-a92ad647ae37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 41950 ms
Total Talk Time (AGENT): 20879 ms
Total Talk Time (CUSTOMER): 17430 ms
Interruptions: 1
Overall Sentiment: AGENT=3.8, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/50b92127-bc50-47b6-9728-a92ad647ae37_20250226T19:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII] initial letters. I'm calling for benefits for a patient that we have, we have in common.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you mind spelling your name for documentation?
[CUSTOMER][NEUTRAL] Yes, but do you know what? I called the wrong insurance. I apologize.
[AGENT][NEUTRAL] Oh did you?
[AGENT][POSITIVE] Well, I would have been happy to help you.
[CUSTOMER][POSITIVE] Oh Jesus. Happy Wednesday.
[AGENT][POSITIVE] But I hope you have a wonderful day. Happy Wednesday to you too, and thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Take care. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.