AccountId: 011433970860
ContactId: 59c44d3c-6ad7-4e37-862a-e52a48975348
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213809 ms
Total Talk Time (AGENT): 53840 ms
Total Talk Time (CUSTOMER): 56020 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/2025/06/13/59c44d3c-6ad7-4e37-862a-e52a48975348_20250613T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I was transferred hopefully to 90 degree agent. Am I talking to somebody there?
[AGENT][NEUTRAL] No, this is APL um let me see real quick.
[AGENT][NEUTRAL] And what is this in regards to?
[CUSTOMER][NEUTRAL] Uh, I was trying to check a patient if she was active with her benefits and if she was that I need to get off she's in the hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can check and see if we have it on my end.
[CUSTOMER][NEUTRAL] Uh, the other lady couldn't find her.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You weren't able to find her through APL? Oh yes, that works.
[CUSTOMER][NEUTRAL] You want her social?
[CUSTOMER][NEUTRAL] Yeah, she already tried she couldn't find.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] OK, let me see what I can do.
[AGENT][NEUTRAL] What is the name?
[CUSTOMER][NEUTRAL] The name is, I spell her first name. It's [PII] Last name is [PII].
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me look here real quick.
[AGENT][NEUTRAL] I'm sorry, can you spell the, uh, the first name again?
[CUSTOMER][NEUTRAL] Uh-huh. [PII]
[AGENT][NEUTRAL] Alright, let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Not able to uh pull it up and so you said um what number did you call when you tried to reach 90 degrees?
[CUSTOMER][NEUTRAL] [PII] and then she was trying to transfer me to them.
[CUSTOMER][NEGATIVE] But she didn't give me a phone number when she was trying to transfer me and I just got transferred back to you all.
[AGENT][NEUTRAL] OK, yeah, that is the number and you'll click option 1 because option 2, I think sends you back to us and we're not able to look them up.
[CUSTOMER][POSITIVE] OK, option one, OK, thank you so much.
[AGENT][POSITIVE] OK. Thank you for calling APL. I hope you have a great day.