AccountId: 011433970860
ContactId: d6d0c141-c7cf-498d-bed1-c05ac0991f49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103010 ms
Total Talk Time (AGENT): 19402 ms
Total Talk Time (CUSTOMER): 28399 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=3.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/d6d0c141-c7cf-498d-bed1-c05ac0991f49_20250416T13:58_UTC.wav
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[AGENT][NEUTRAL] Uh, if you, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey this is [PII] in customer service. Um, I have a general question I need to ask. I have a provider's office on the phone and they are asking is it possible for them to have direct deposit instead of a paper check? Do we do that?
[AGENT][NEUTRAL] Um, I know we do it for the insurer, [PII], but I'm not sure if we do it for the provider. Let me ask [PII].
[CUSTOMER][POSITIVE] Thank you, thank you, cause I didn't know what to tell her. OK.
[AGENT][NEUTRAL] Give me one moment, let me see.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] [PII] said no.
[AGENT][NEGATIVE] Unfortunately we don't.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you. I appreciate that. Thank you.
[AGENT][POSITIVE] [PII], have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.