AccountId: 011433970860
ContactId: a1aa8914-35bf-428d-81d4-93c6fc8169f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65650 ms
Total Talk Time (AGENT): 26319 ms
Total Talk Time (CUSTOMER): 31427 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/a1aa8914-35bf-428d-81d4-93c6fc8169f3_20250107T23:16_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. We just spoke on the phone. My call sheet that I had for the patient we were talking about did not save, and I was not able to hear, um, remember the date that the patient turned. Is there any way that you would be able to provide that for me again?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Yes, absolutely. Let me see.
[AGENT][NEUTRAL] Um, it was policy number 1869602.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. And could you just verify for me, um, the patient's first and last name and date of birth one more time. Even I'm sorry, I just got to do it every time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that's totally fine. I understand. [PII], [PII].
[AGENT][POSITIVE] Perfect and I have the term date is [PII].
[CUSTOMER][NEUTRAL] [PII] we make sure this saves this time.
[CUSTOMER][POSITIVE] OK, perfect. All right, thank you so much for helping me again. I appreciate it.
[AGENT][POSITIVE] Oh, it's my pleasure you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.