AccountId: 011433970860
ContactId: 87bb3820-9c7a-40f0-bdca-c541362dca7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259250 ms
Total Talk Time (AGENT): 60559 ms
Total Talk Time (CUSTOMER): 41001 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/87bb3820-9c7a-40f0-bdca-c541362dca7b_20250127T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm with Core Insurance and I'm calling to see if [PII] is available today.
[AGENT][NEUTRAL] Um, I can definitely see if she is.
[AGENT][NEUTRAL] Give me just a moment. OK, uh, [PII], can I get a good call back number from you really quick in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 0221.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Alright, and was this in regard to a policy or a group?
[CUSTOMER][NEUTRAL] It's a group number I can give you the group number.
[AGENT][NEUTRAL] OK, yes, please.
[CUSTOMER][NEUTRAL] 26071.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Uh I'm sorry, [PII], who did you say that you were with?
[CUSTOMER][NEUTRAL] Uh, core Insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is regarding Levinson built LLC.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's also the patient name is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, I appreciate all that information [PII]. Give me just a moment. I'm gonna put you on a brief hold while I see if [PII] is available. I'll get right back with you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Alright [PII], thank you so much for your patience. uh, so she is available. I'm gonna put you back on that hold while I get her on the line for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great thank you so much.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good morning. This is [PII].
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm great how are you?
[AGENT][NEUTRAL] Doing well, thank you. Um, I've got [PII] up um did you need any other information from me?
[CUSTOMER][NEUTRAL] Uh, no thanks, I got it.
[AGENT][NEUTRAL] OK. All right. Are you ready for him now?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you, bye bye.