AccountId: 011433970860
ContactId: a3eea9ac-f2ba-472c-b651-92095d89eb90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346739 ms
Total Talk Time (AGENT): 55730 ms
Total Talk Time (CUSTOMER): 60939 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/a3eea9ac-f2ba-472c-b651-92095d89eb90_20250227T18:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, um, I'm calling on behalf of um the employer and I need to talk to [PII], please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, sure, I can check and see if she's available. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from Souther Wings Hospital. My phone number is [PII].
[AGENT][NEUTRAL] OK. Do you have a group number that I can provide to her?
[CUSTOMER][NEUTRAL] Group number um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 18223.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 223.
[AGENT][NEUTRAL] OK. And I just need to verify the mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Let me see if I can get Mr. [PII] on the line one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me. Um, she may be on a call or in a meeting because she's not answering. Um, is it OK if I get somebody in the group billing department or do you need to speak specifically with [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, because it's with, with her specific case that she's working with me. I'm gonna email her, OK?
[AGENT][POSITIVE] Oh, got you. OK, I'm so sorry. Is there anything else I'm gonna help you with today? No.
[CUSTOMER][NEUTRAL] OK, no, that's OK, darling. OK, yeah, that will be all.
[AGENT][POSITIVE] OK. Have a good day and thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] OK perfect thank you.