AccountId: 011433970860
ContactId: e60bb51f-5a43-4721-b001-58900f140948
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78620 ms
Total Talk Time (AGENT): 23154 ms
Total Talk Time (CUSTOMER): 39242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/e60bb51f-5a43-4721-b001-58900f140948_20250226T22:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is uh [PII]. I talked to someone earlier today and they want some information from me, so when I call my healthcare provider, she wants something back from.
[CUSTOMER][NEUTRAL] [PII] and they had no record on me. You need my social security number and my uh account number, ma'am.
[AGENT][NEUTRAL] Um, sure, uh, you said your provider is needing information, uh, from us?
[CUSTOMER][NEGATIVE] No, y'all wanted it, y'all wanted it. And so when I called them, they had no record of me. They had no record of me over there until January of this year.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Huh, OK.
[CUSTOMER][NEUTRAL] My doctor sent me to get my prostate checked and they made me come back and do a biopsy in January and then boom.
[AGENT][POSITIVE] I got you.
[AGENT][NEUTRAL] So we need to just verify your policy and, OK, OK, yes. And I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Uh, [PII], ma'am.
[AGENT][NEUTRAL] [PII], OK, uh, let's see, and really quick, can I get a good.
[CUSTOMER][NEUTRAL] Phone number?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I