AccountId: 011433970860
ContactId: c968e731-021c-42df-8dae-dba81bce3a1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128479 ms
Total Talk Time (AGENT): 62673 ms
Total Talk Time (CUSTOMER): 60392 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/c968e731-021c-42df-8dae-dba81bce3a1d_20250516T12:16_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Good morning. Thank you for contacting HBO. My name is [PII]. How may I assist?
[CUSTOMER][NEGATIVE] I, you're, you're extremely muffled.
[AGENT][NEUTRAL] Oh, I'm, I'm sorry. Can you hear me a little better now?
[CUSTOMER][POSITIVE] There you go, yep.
[AGENT][NEUTRAL] Yes, hi, my name is [PII]. I'm I'm with American Public Life. How may I help you?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEGATIVE] Alright, and, and, and I hate to say that to you. One more time, what was your first name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], how are you doing, [PII]?
[AGENT][POSITIVE] Hi, pretty good. How are you?
[CUSTOMER][NEUTRAL] I'm doing OK. My name is [PII], and I'm calling from Florida Women Care. We're an OBGYN office. I got a mutual patient that is coming in that I'm trying to establish uh eligibility and get some benefit information. Am I in the right spot? Hopefully, [PII]?
[AGENT][POSITIVE] You are, you are absolutely in the right spot, [PII]. I will tell you that right now all of our systems are down, so it, and I, I apologize for the inconvenience, but is there any way that I could get the policy number and then I'm going to be calling people back. Uh, they're telling us that the system should be up, you know, within the next couple of hours. So what is that policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][POSITIVE] Beautiful, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, that policy number that I have is 021.
[CUSTOMER][NEUTRAL] 98578 M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Thank you, sir, and a callback number for you please?
[CUSTOMER][NEUTRAL] And I'm hoping that's right because I don't have a copy of the card um so I'm hoping you know she gave me the right information uh my direct line.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Well, if it turns out that it, yeah, uh-huh. What does that mean?
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] I was just going to say, uh, we can also look at that by your name once my system comes up. And what is your callback number, please, sir?
[CUSTOMER][NEUTRAL] Alright, my
[CUSTOMER][NEUTRAL] Callback number directly is [PII].
[AGENT][NEUTRAL] OK, I'm expecting this, uh, our system to come up, um, this morning, that is, you know, but, uh, as soon as it does, I'll call you back at [PII]. We'll look up eligibility and benefits and, and uh anything else that you need to at that time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Beautiful, thank you, [PII]. I appreciate that.
[AGENT][NEUTRAL] OK, thank you for contacting ATM.