AccountId: 011433970860
ContactId: e00e90df-63d1-41d3-8560-56b38ae69caf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85550 ms
Total Talk Time (AGENT): 4061 ms
Total Talk Time (CUSTOMER): 57921 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/e00e90df-63d1-41d3-8560-56b38ae69caf_20250505T18:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Miss, this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][POSITIVE] Doing all right. I've got a member who would like to speak with y'all. Um, he's a very nice guy. I spent about an hour on the phone with him. I think he just really wants to understand, um, claims and his policy. He specifically said he had spoken to someone earlier today. It looks like it might have been, uh, [PII], um, and that she had mentioned that specific codes he's, he's got a specific claim with a specific code and.
[CUSTOMER][NEUTRAL] I don't think he understood, but he wants to talk to a claim specialist um making sure that he's giving us the right codes for his benefits and I did specify we paid on these codes so I was like yes, but I think he just wants to hear it from y'all.
[CUSTOMER][NEUTRAL] Can you hear me, [PII]? Are you still there?
[CUSTOMER][NEUTRAL] Hello, [PII].