AccountId: 011433970860
ContactId: b0b2d5aa-4cb9-43bc-86a6-5e32b71607d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132940 ms
Total Talk Time (AGENT): 18293 ms
Total Talk Time (CUSTOMER): 46908 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/b0b2d5aa-4cb9-43bc-86a6-5e32b71607d8_20250207T18:49_UTC.wav
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[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII]. I do have a policy.
[CUSTOMER][NEUTRAL] Um, I'm at the pharmacy and they need some information about the RX information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, uh, I'm so sorry you did say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, and they're needing to check uh your prescription benefits, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm sorry, [PII], what did you say your last name was?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you do have your policy number?
[CUSTOMER][NEUTRAL] Give me just a minute.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, that is.
[CUSTOMER][NEUTRAL] 02566197
[CUSTOMER][NEUTRAL] You still there ma'am this to his prescription.
[CUSTOMER][NEUTRAL] Ma'am, can you hear me?
[CUSTOMER][NEUTRAL] And on
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Did she say who?
[CUSTOMER][NEUTRAL] I didn't hear her say anything.
[CUSTOMER][NEUTRAL] Well I mean it's counting off so she's still there.
[CUSTOMER][NEUTRAL] Also
[CUSTOMER][POSITIVE] And we can hang up and try back if you want.
[CUSTOMER][NEUTRAL] So we can like
[CUSTOMER][NEUTRAL] Let's call recording.
[CUSTOMER][NEUTRAL] You me hang up then it's on speaker.
[CUSTOMER][NEUTRAL] Yeah.