AccountId: 011433970860
ContactId: 9b294187-6de5-4d5b-8b5a-e1e812446a58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134350 ms
Total Talk Time (AGENT): 38601 ms
Total Talk Time (CUSTOMER): 47569 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/9b294187-6de5-4d5b-8b5a-e1e812446a58_20250424T15:01_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hello. Um, I recently went to the hospital the other day and I was trying to see what my policy number was so I can pay for my hospital bill.
[AGENT][NEUTRAL] Um, let's see, so I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Uh, my social is [PII].
[AGENT][NEUTRAL] It's pulling it up. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK, let me pull up your policy real quick.
[AGENT][NEUTRAL] OK, and [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I just need two more pieces of information, your address and your email address.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, my email is [PII], and my address is [PII], and the zip code is [PII].
[AGENT][POSITIVE] OK, thank you so much. Uh, your policy number is 258.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] 92.
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] 92
[AGENT][NEUTRAL] 33.
[CUSTOMER][POSITIVE] 33 OK thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye.