AccountId: 011433970860
ContactId: c6741fb8-0470-42b0-904f-05018e97b78b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96199 ms
Total Talk Time (AGENT): 27592 ms
Total Talk Time (CUSTOMER): 52700 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/c6741fb8-0470-42b0-904f-05018e97b78b_20250623T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII] in the Midland clients department.
[AGENT][POSITIVE] Hey [PII] how can I help you?
[CUSTOMER][NEUTRAL] Um, I have a
[CUSTOMER][NEUTRAL] Hey, um, I have a provider on the line. Um, she's calling regarding a hospital indemnity policy. She just needs further explanation um for the benefits, and she needs to know if this is the secondary or primary policy, and she had a couple of other questions, um, she needs further assistance with. Will you be able to help her?
[AGENT][POSITIVE] Yeah, absolutely. Did you by chance get a policy number?
[CUSTOMER][NEUTRAL] Um, yes, the policy number is 02586974 for [PII].
[AGENT][NEUTRAL] OK, and then who are we speaking with today?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK. And did you get a callback number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, her callback number is [PII].
[AGENT][POSITIVE] Thank you, Evie. So you can go ahead and send [PII] over whenever you're ready.
[CUSTOMER][NEUTRAL] OK, here she is. Thanks, [PII].
[AGENT][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] This is [PII] in the customer.
[CUSTOMER][NEUTRAL] Well, actually
[CUSTOMER][NEUTRAL] She hung up, [PII]. She just hung up. Wow.
[AGENT][POSITIVE] Oh thanks. I'm sorry, all right.
[CUSTOMER][NEUTRAL] Yes, she'll call back.
[AGENT][NEUTRAL] I know.
[CUSTOMER][POSITIVE] All right. Thank you, ma'am.
[AGENT][POSITIVE] Take care. Uh-huh. Bye bye.