AccountId: 011433970860
ContactId: 567b41e9-215c-44b8-993d-8df8363269c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122339 ms
Total Talk Time (AGENT): 47291 ms
Total Talk Time (CUSTOMER): 61127 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/567b41e9-215c-44b8-993d-8df8363269c6_20250220T20:40_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] Hi, um, [PII]. My name is [PII], and I'm calling with the facility. And I am just trying to check um I have a patient that says he has A FSLIC.
[CUSTOMER][NEUTRAL] Do you guys do also their benefits?
[AGENT][NEUTRAL] A S F L I C
[CUSTOMER][NEUTRAL] Uh um A F as in Frank, S as in Sam, LIC.
[AGENT][NEUTRAL] That does not sound familiar to me. Um, do you have the, his, uh, does he have an APL policy?
[CUSTOMER][NEUTRAL] It's the American
[CUSTOMER][NEUTRAL] Um, he has a, no, it's a RFIR policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not sure what that is. Let's just, uh, if you would like, [PII], I can see if he happened to happens to have an APL policy. What is his last name?
[CUSTOMER][NEUTRAL] Um, his last name is [PII], [PII]
[AGENT][NEUTRAL] And what is his first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I don't have a [PII].
[CUSTOMER][NEUTRAL] OK, that's fine. Maybe I'm trying to, uh, there's no card, so I'm trying to find out.
[AGENT][NEGATIVE] I wish I had some information for you, but that does not sound familiar at all to me. I don't recognize those names.
[CUSTOMER][POSITIVE] OK, um, that's fine. Thank you so much. I'll keep searching. Thank you.
[AGENT][POSITIVE] It's been my pleasure to assist you, [PII]. Thank you for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.