AccountId: 011433970860
ContactId: 62bed0f4-0d7e-4ee2-bfe7-491522ffbddb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149119 ms
Total Talk Time (AGENT): 40187 ms
Total Talk Time (CUSTOMER): 40270 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/62bed0f4-0d7e-4ee2-bfe7-491522ffbddb_20250123T15:39_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hello, I'm calling to see.
[CUSTOMER][NEUTRAL] I'm calling for my husband, but I'm calling to see like what insurance company accepts his insurance card.
[AGENT][POSITIVE] OK, I'll be happy to assist with network providers today. Uh, may I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's your name?
[CUSTOMER][NEUTRAL] No, my name is [PII].
[AGENT][POSITIVE] OK, and if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02554446.
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] And if you can verify um the date of birth and email address on the account.
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[CUSTOMER][NEUTRAL] And the email on the account is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] One moment please.
[AGENT][NEUTRAL] And are you looking for providers in the [PII] zip code?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and would you like this listing sent to the email address that we have on file?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've sent that listing. You should receive that shortly. Was there anything else I could assist with today, Miss [PII]?
[CUSTOMER][POSITIVE] I know. Thank you so much.
[AGENT][POSITIVE] Mhm well thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm. Bye bye.