AccountId: 011433970860
ContactId: 6bb9844d-395a-4d18-9bbb-9361c34f397f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442029 ms
Total Talk Time (AGENT): 12137 ms
Total Talk Time (CUSTOMER): 68411 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/2025/03/19/6bb9844d-395a-4d18-9bbb-9361c34f397f_20250319T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to see if I can get uh benefits.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And is this for service in a doctor's office?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, bear with me one second.
[CUSTOMER][NEUTRAL] Uh, policy number is.
[CUSTOMER][NEUTRAL] Come on Julia.
[CUSTOMER][NEUTRAL] 000
[CUSTOMER][NEUTRAL] 02096469
[AGENT][NEUTRAL] And your phone number?
[CUSTOMER][NEUTRAL] [PII] it is a direct line.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hello [PII]?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Of course, friend, that's what they're there for.
[CUSTOMER][NEUTRAL] Sela [PII], OK, the [PII] leave.
[CUSTOMER][NEUTRAL] And why did she tell [PII] by?
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] Yeah, that's why
[CUSTOMER][NEUTRAL] Yeah she was like I don't know why I have a good I'll see you until next week.
[CUSTOMER][NEUTRAL] Yeah, I think [PII], that's why I was like, so did [PII] leave like the office? Is she there?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, I'm stuffed.
[CUSTOMER][NEGATIVE] No shit, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It was nimodo nimodo. I see it's like call record can't be like oh but I leave at [PII]. I'm not gonna get no more patients like you know like.