AccountId: 011433970860
ContactId: b2e10a01-6b8b-4ad8-8ec8-6644692a423e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66620 ms
Total Talk Time (AGENT): 13599 ms
Total Talk Time (CUSTOMER): 31677 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/b2e10a01-6b8b-4ad8-8ec8-6644692a423e_20250214T13:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII] in the claims department.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I have a provider on the line and she wants to know, um, who would she would need to speak with. She wanna get her, um, claim payments converted from checks to direct deposit.
[AGENT][NEUTRAL] And this is a provider?
[CUSTOMER][NEUTRAL] Yeah, this is someone calling from the provider's office.
[AGENT][NEUTRAL] Can they do that?
[CUSTOMER][NEUTRAL] I don't know. That's why I'm asking customer service, um.
[AGENT][NEUTRAL] Yeah, I, I don't know. Uh, we don't have anything to do with that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With providers um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK. Well, I'll call around and see if I can find someone to further assist. All right, I appreciate it.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hello?