AccountId: 011433970860
ContactId: 5e56619e-b300-4d43-9a32-5c9e4b8fae70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118389 ms
Total Talk Time (AGENT): 36200 ms
Total Talk Time (CUSTOMER): 34870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/5e56619e-b300-4d43-9a32-5c9e4b8fae70_20250325T15:58_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, yes ma'am my name is [PII] and I'm just calling to see if I can get a um.
[CUSTOMER][NEUTRAL] Break down facts to me.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Sure, my callback number is [PII], and the policy number I have is 617142.
[AGENT][NEUTRAL] [PII], could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it's gonna be Mr. [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] What is
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's her name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], what's your policy number? I mean.
[AGENT][NEUTRAL] Fax number.
[CUSTOMER][NEUTRAL] He it's [PII].
[AGENT][NEUTRAL] So I have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No that is it. I hope you have a great week.
[AGENT][POSITIVE] Thanks for calling APM [PII]. You have a great week as well. Thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.