AccountId: 011433970860
ContactId: b39a2d49-4952-4699-85e4-6a8183571ff9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126559 ms
Total Talk Time (AGENT): 58241 ms
Total Talk Time (CUSTOMER): 40812 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/b39a2d49-4952-4699-85e4-6a8183571ff9_20250422T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. And do you need me to spell it for you?
[AGENT][POSITIVE] I am so sorry it cut out there at the beginning. Could you repeat that?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling from Norton Hospital and I was calling to get a benefits for a patient that's coming in.
[AGENT][POSITIVE] Sure, I could take those benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] D as in Dog 459-03841
[AGENT][NEUTRAL] OK, so, uh, [PII], that's not one of our policy numbers. That is through they're called 90 degree benefits. Um, if you, I can give you their information and transfer you to them if you'd like, or if you have, uh, their social, I could search to see if they have a policy with us.
[CUSTOMER][NEUTRAL] I do have the social and I do need, no I don't have that social so no I can't give that to you so do you have a number for that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do, um, and it very well might have been the number that you had called the prompts are a little bit confusing um give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that phone number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you call that number you would select option one.
[CUSTOMER][NEUTRAL] Option one? OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Of course did you want me to transfer you?
[CUSTOMER][POSITIVE] Uh, you can if you can, yeah, that would be great.
[AGENT][POSITIVE] Sure, of course, alrighty, I'm just gonna put you on hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling [PII] if you would like.