AccountId: 011433970860
ContactId: a3b05812-5066-46e8-8c95-8cc049cdcc02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125690 ms
Total Talk Time (AGENT): 43881 ms
Total Talk Time (CUSTOMER): 36782 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a3b05812-5066-46e8-8c95-8cc049cdcc02_20250203T22:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes [PII], I was needing to get a group name for one of my patients plans.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, spell it one more time for me. I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Uh it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 256-334-1.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] The business name is [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can help you with that. Do you want to?
[CUSTOMER][NEUTRAL] I mean the group
[AGENT][NEUTRAL] The group name?
[CUSTOMER][NEUTRAL] I just need the group name yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The group name is Creative Circle.
[CUSTOMER][NEUTRAL] Creative circle?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then the group number?
[AGENT][NEUTRAL] 70,030.
[CUSTOMER][NEUTRAL] 7003
[AGENT][NEUTRAL] 0.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, it looks like that's all I needed thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.