AccountId: 011433970860
ContactId: bd7e5671-c067-4ad8-92bf-d9b8051e4102
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296380 ms
Total Talk Time (AGENT): 71571 ms
Total Talk Time (CUSTOMER): 78951 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/bd7e5671-c067-4ad8-92bf-d9b8051e4102_20250417T19:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, may I speak to [PII], please?
[AGENT][NEUTRAL] [PII] um in the cancer department?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] What department is it? Is it cancer?
[CUSTOMER][NEUTRAL] Uh, claims.
[AGENT][NEUTRAL] Claims. All right. May I have your name?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, and is she waiting for your call?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This one.
[CUSTOMER][NEUTRAL] Uh, yeah, when I needed to call her to let her know what the doctor said, the doctor's office.
[AGENT][NEUTRAL] Got you. OK. Let me have a callback number just in case we get disconnected while I wait for Ms. [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mm right. All right. Thank you. One moment, Miss [PII].
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Uh speaking. How may I help you?
[AGENT][NEUTRAL] Hi, this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[AGENT][POSITIVE] Um, I'm good. How about you?
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Yeah, yeah, she's like, I know, I didn't get no and she was like, I need to speak to [PII], and I said, [PII], what, and she's like, this [PII], and I'm like, [PII], and she's like, no, [PII]. I'm like I don't, I don't have a [PII], but I think it's [PII].
[CUSTOMER][NEUTRAL] I'm good and I have her policy number did you verify her?
[CUSTOMER][NEUTRAL] OK, I'll do it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, yep, alright, you can go ahead and send her over.
[AGENT][POSITIVE] All right, here she comes. Thank you. Have a good day. You're welcome. Bye.
[CUSTOMER][POSITIVE] OK, thank you. All right. You too.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII]. I got Ms. [PII] on the line.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey, Ms. [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm fine thank you how are you? I'm good so I need you to verify your date of birth, physical address and email.
[CUSTOMER][NEUTRAL] OK, um, [PII]. My address is [PII] and my email address is [PII].
[CUSTOMER][NEUTRAL] Thank you ma'am. And what can I help you with today? I tried to call you back but I'm gonna let you go first, OK, yeah, um, I talked to, uh, I called.