AccountId: 011433970860
ContactId: 7669e445-35d5-487b-948b-6beb323f2561
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73300 ms
Total Talk Time (AGENT): 20735 ms
Total Talk Time (CUSTOMER): 47021 ms
Interruptions: 1
Overall Sentiment: AGENT=3.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/7669e445-35d5-487b-948b-6beb323f2561_20250619T14:10_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] and Broker Resources. How are you?
[AGENT][POSITIVE] I'm great, thanks for asking. How are you [PII]?
[CUSTOMER][NEUTRAL] I'm well thank you um I have a um insured on the line and they have um some questions about their meddling policy. Um I've already verified her. Do you mind speaking with her?
[AGENT][NEUTRAL] Sure, what's the policy number?
[CUSTOMER][NEUTRAL] It's 1070188.
[CUSTOMER][NEUTRAL] And the insured's name is [PII]
[AGENT][NEUTRAL] And what was the callback number, [PII]?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And she's calling to verify benefits eligibility you can send her over.
[CUSTOMER][NEUTRAL] Yeah, I will. I'll introduce you first and then I'll, I'll leave it. Oh, she hung up.
[AGENT][POSITIVE] If we took too long. She'll call back if you definitely give us a call back.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][POSITIVE] Yep. Yeah, she will. Yup, she called back. I just looked at my phone and she's, yeah, you too. Enjoy your day. I hope you have a great one.
[AGENT][POSITIVE] Well it was a pleasure speaking with you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank