AccountId: 011433970860
ContactId: bcb283aa-c3ed-4e88-bb1c-39ba72cc8e46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57860 ms
Total Talk Time (AGENT): 33776 ms
Total Talk Time (CUSTOMER): 22199 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/bcb283aa-c3ed-4e88-bb1c-39ba72cc8e46_20250123T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] from Moro County Hospital, um.
[CUSTOMER][NEUTRAL] I spoke with someone yesterday and I guess you gave me a call back and left a message.
[AGENT][NEUTRAL] Yes, sir. Yeah, [PII], that's right. You call about that group when the 14, what's that group number 14.
[CUSTOMER][NEUTRAL] 14262.
[AGENT][NEUTRAL] OK, yeah, yeah, I had to call you back yesterday because y'all didn't have any third party reports for 2024. The last time we had third party reports was back in [PII].
[CUSTOMER][POSITIVE] OK, that's great, that's great. I just was making sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah. No one, no one with your group file a disability this in 2024.
[CUSTOMER][POSITIVE] Outstanding, thank you.
[AGENT][POSITIVE] OK. You're welcome. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] Well, you have a wonderful day, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Same to you. Thank you.
[AGENT][NEUTRAL] Bye-bye.