AccountId: 011433970860
ContactId: 88d392b0-8ff4-4255-a65a-5d76ef141f86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71010 ms
Total Talk Time (AGENT): 30806 ms
Total Talk Time (CUSTOMER): 22872 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/2025/04/15/88d392b0-8ff4-4255-a65a-5d76ef141f86_20250415T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Piedmont Providers with Doctor [PII]. I'm calling regarding a mutual patient of ours. I need to verify their information and possibly get it faxed over.
[AGENT][NEUTRAL] OK, um, is this for uh dental?
[CUSTOMER][NEGATIVE] It is not. It's gonna be for a pain management injection.
[AGENT][NEUTRAL] OK, so there's not going to be any uh information that I'm gonna be able to fax over for you regarding this policy, um, but I can still get that pulled up. Are we just needing to check, uh of course if it's active and then.
[AGENT][NEUTRAL] Their benefits, is that right?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, yeah, I can check all that for you uh and you said this was uh pain management injection?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we will get that pulled up and take a look, uh, [PII].
[CUSTOMER][NEUTRAL] I'm sorry, you cut out.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.