AccountId: 011433970860
ContactId: a3adc937-3246-40b7-ac86-37492965a0b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79449 ms
Total Talk Time (AGENT): 18386 ms
Total Talk Time (CUSTOMER): 49289 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/a3adc937-3246-40b7-ac86-37492965a0b6_20250604T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] Doing well [PII] thank you how are you?
[CUSTOMER][NEUTRAL] I'm doing OK. Um, I have a provider on the other line that wants to speak with you or somebody because she, um, they had a B notice error and she's trying to figure out what we what the discrepancy is so they can correct it because what they entered is what's on the claim form, or what we're showing online is what's on the claim form and it's correct.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Who am I gonna speak to?
[CUSTOMER][NEUTRAL] You know what?
[AGENT][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] Hold on one second. Let me look at [PII] for a second. I just thought of this. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Because they're changing it so much. I don't, I just wanna make sure.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Uh, personal assistant.
[CUSTOMER][NEUTRAL] OK, no, I'm sorry, let me send this over to [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII] can call her back.
[AGENT][NEUTRAL] OK, if you need me just call me back now.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.