AccountId: 011433970860
ContactId: abe6d1b3-2bad-4085-8a99-98ecaae0b6ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171160 ms
Total Talk Time (AGENT): 37991 ms
Total Talk Time (CUSTOMER): 30560 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/abe6d1b3-2bad-4085-8a99-98ecaae0b6ea_20250409T19:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], is [PII] available please?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, is it [PII] and billing or claims?
[CUSTOMER][NEUTRAL] [PII] and Billing, I'm sorry. [PII].
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] All right, and may I have your name?
[CUSTOMER][NEUTRAL] [PII], I'm calling from NAS. I'm not a group. We are GA.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, hold on one moment, [PII], let me um get [PII] for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And just before I do that, may I have a good contact number just in case?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment I'm gonna reach out to her for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I just got [PII], so I'm going to transfer you over to her now, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] You're welcome. Thanks for calling EPL. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling UPL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], hold on one moment here she is.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Here you go.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Hey, how are you? Hey, I'm OK. I'm sorry about.