AccountId: 011433970860
ContactId: e43938c2-3415-490d-9a43-61fe4ce6c4d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 39907 ms
Total Talk Time (CUSTOMER): 37308 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e43938c2-3415-490d-9a43-61fe4ce6c4d2_20250106T16:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[AGENT][POSITIVE] Good morning, [PII]. It would be a pleasure to assist you today. What is a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is Z zebra, Zebra 9417328.
[AGENT][NEUTRAL] That is not it, the APL ID number. Do you have an APL policy certificate number for the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Do you have this patient's social?
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] And what is the social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Can you spell the last name?
[CUSTOMER][NEUTRAL] [PII], or [PII].
[AGENT][NEUTRAL] And the first name was [PII]. Can you spell that name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I don't have a patient by that name in our system.
[CUSTOMER][POSITIVE] Mhm, no problem, thank you.
[AGENT][POSITIVE] My pleasure. Anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a wonderful day.