AccountId: 011433970860
ContactId: 9ff78ab3-b321-4f4b-9df1-0bc9b239b191
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189880 ms
Total Talk Time (AGENT): 26192 ms
Total Talk Time (CUSTOMER): 43109 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/9ff78ab3-b321-4f4b-9df1-0bc9b239b191_20250617T16:18_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] calling from Genentech Access Solutions at the request of Doctor [PII] on behalf of the patient. This call may be monitored and or recorded for quality and training purposes, and I apologize, did you say your name is [PII]?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][POSITIVE] Perfect. OK, I was calling today for benefits information for an eye injection done in a specialist office.
[AGENT][NEUTRAL] I'm sorry, you said benefits for what was that?
[CUSTOMER][NEUTRAL] For an eye injection.
[AGENT][NEUTRAL] Eye injections?
[CUSTOMER][NEUTRAL] Be covered under the patient's medical benefits. Mhm.
[AGENT][POSITIVE] OK, I can get those uh benefits pulled up. I'm so sorry, did you say your name was, uh, [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, so [PII]
[AGENT][NEUTRAL] OK, got it thank you OK and then.
[AGENT][NEUTRAL] Let's see one moment.
[AGENT][NEUTRAL] [PII], before we go any further, can I get a good, uh, callback number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], no extension.
[CUSTOMER][NEUTRAL] Sir, are you still with me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?