AccountId: 011433970860
ContactId: cf0f4615-fb5b-48ff-a3cd-919d4ba19f25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 32799 ms
Total Talk Time (AGENT): 9287 ms
Total Talk Time (CUSTOMER): 19499 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/cf0f4615-fb5b-48ff-a3cd-919d4ba19f25_20250122T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] at 90 Degree Benefits. I have a provider on the line that I transferred over to you guys to get surgery benefits, and I guess she gave the D number and was sent right back to us.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you
[CUSTOMER][NEUTRAL] It's [PII] with Baptist Help Deaconess.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need any other information?
[AGENT][NEUTRAL] So.
[AGENT][POSITIVE] I, I can talk to her and I'll get it.
[CUSTOMER][NEUTRAL] All right, thanks. Hold on just