AccountId: 011433970860
ContactId: eff5acfd-5c6c-45cc-a93e-b410d20f94ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57220 ms
Total Talk Time (AGENT): 24329 ms
Total Talk Time (CUSTOMER): 32360 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/eff5acfd-5c6c-45cc-a93e-b410d20f94ea_20250422T19:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good afternoon. My name is [PII]. I'm calling from Baptist Outpatient Services. I wanted to verify uh outpatient benefits for our policy.
[AGENT][POSITIVE] Sure. Well, I'll be more than happy to assist you with the outpatient benefits. And yes, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, the contact number is [PII] and policy number is T as in Tom, C as in Charlie 3453037 R as in Romeo.
[AGENT][NEUTRAL] Um, is that their major insurance or their APL? APL doesn't have letters except MLA.
[CUSTOMER][NEUTRAL] Oh my gosh, I'm so sorry. No, you're right, you're right. I'm calling the wrong place. This is for Transamerica. I am so sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] Thank you so much [PII] have a great day.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye.