AccountId: 011433970860
ContactId: 7e00e53d-a85a-4bac-a358-3d9d0f71cb18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79410 ms
Total Talk Time (AGENT): 41188 ms
Total Talk Time (CUSTOMER): 23131 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/7e00e53d-a85a-4bac-a358-3d9d0f71cb18_20250107T16:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, yeah, I need the credentialing department.
[AGENT][NEUTRAL] Credentialing? OK, yeah, let me see if I can help you with that one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then you put your phone down please yeah.
[AGENT][NEUTRAL] And we don't particularly have a department that handles credentialing. Is there like anything in particular you're needing help with?
[CUSTOMER][NEUTRAL] I just need to check and see if we need to be re-credentialed, um, so that we can get it done if we need to.
[AGENT][NEUTRAL] Oh, OK, I can check that for you. Give me one second.
[AGENT][NEUTRAL] Can I have your tax ID number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] I have that for Grand Theft Glover DDS at [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I don't show.
[AGENT][NEUTRAL] That we need.
[AGENT][POSITIVE] Anything at all, I show it's it's all good to go.
[CUSTOMER][POSITIVE] All right. That sounds good. Thank you so much for your help.
[AGENT][POSITIVE] Hey, I'm so glad I was able to help. If there's anything else you need just give us a call we'll take care of you, OK?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] All right, will do. Thank you.
[AGENT][POSITIVE] My pleasure bye bye.