AccountId: 011433970860
ContactId: 625c8dee-1b37-4596-8f64-b1f53f04aa51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107519 ms
Total Talk Time (AGENT): 49989 ms
Total Talk Time (CUSTOMER): 29911 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/625c8dee-1b37-4596-8f64-b1f53f04aa51_20250204T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. Hi, my name is [PII]. I'm calling from Rural Health Services. I was calling pertaining to a claim.
[AGENT][NEUTRAL] OK, I can help you with the claim, Miss [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Um, let me see what is the patient's name? Let me see.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is um the patient's policy number, please?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] D as in David 43726991.
[AGENT][NEUTRAL] OK, I'm gonna transfer you now on over to IMA so that they can further assist you. I'm going to give you their phone number just in case the call is disconnected during the transfer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is [PII] and then you would choose option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] OK, it's gonna be a, you're very welcome. It's gonna be a brief hold and thanks for calling [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Mm. Bye-bye, ma'am. You're welcome.
[CUSTOMER][POSITIVE] Thank you for calling