AccountId: 011433970860
ContactId: d629e636-b1cd-4695-a4d7-f12130a88c34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67940 ms
Total Talk Time (AGENT): 30056 ms
Total Talk Time (CUSTOMER): 43889 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/d629e636-b1cd-4695-a4d7-f12130a88c34_20250529T14:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and I am calling from a doctor's office at Houston Methodist, uh.
[CUSTOMER][NEUTRAL] Primary care group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we were calling to get benefit information for a mutual patient.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][POSITIVE] OK thank you.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] Oh, I'm so sorry. That's why I froze because my, my screen just blacked out as soon as you answered the phone. Um, I, I might have to call back, yeah, yeah, I.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][POSITIVE] Let's see, we may be able to do this yeah.
[AGENT][NEUTRAL] Do you have the, uh, what is the patient's uh last name?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Um, I probably would have to call back because the information was on my screen. Yes ma'am, I'll call back.
[AGENT][POSITIVE] Oh, you need all that information. OK, no problem.
[AGENT][POSITIVE] Oh, OK. You have a wonderful day. Thank you, that's OK. Bye-bye.
[CUSTOMER][POSITIVE] OK, I'm so sorry about that thank you.
[CUSTOMER][NEUTRAL] OK bye bye.