AccountId: 011433970860
ContactId: 6e4d135c-56dd-44c8-b35f-b65797f8194c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 54080 ms
Total Talk Time (AGENT): 20512 ms
Total Talk Time (CUSTOMER): 21449 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/6e4d135c-56dd-44c8-b35f-b65797f8194c_20250206T15:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I need to know benefits for specialist office visit.
[AGENT][NEUTRAL] OK, you're needing benefits only and you do not need eligibility, is that correct?
[CUSTOMER][NEUTRAL] Well, that too, mhm.
[AGENT][NEUTRAL] You need both? Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things, and who am I speaking with?
[CUSTOMER][NEUTRAL] OK my name is [PII].
[CUSTOMER][NEUTRAL] From [PII] and team.
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] 025817997.
[CUSTOMER][POSITIVE] OK, don't worry.