AccountId: 011433970860
ContactId: 6b9c202c-2700-480c-b0b7-d10b923c5d00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79250 ms
Total Talk Time (AGENT): 13738 ms
Total Talk Time (CUSTOMER): 49929 ms
Interruptions: 0
Overall Sentiment: AGENT=-1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/6b9c202c-2700-480c-b0b7-d10b923c5d00_20250108T16:41_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Can you, can you transfer me to somebody or may help me on my application? I have that now and just wanna make sure that I don't need to go see a physician. The physician, I, I think I filled out all the paperwork and then I had to filled out all the paperwork so I don't have to go in every month. Um, I just want to verify that my paperwork showed that and then.
[CUSTOMER][NEUTRAL] My direct deposit for patch with us last time uh if you could pull up so I could have direct deposit a month.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] My
[AGENT][NEGATIVE] OK, you're cutting in and out.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Is that a little bit better?
[AGENT][NEUTRAL] OK, give me your name.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And, and what's a good phone number for you, [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] OK, you're cutting out, give me that one more time.
[CUSTOMER][POSITIVE] Uh, let me call you back real quick. I'll give you guys a call back on the line. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.