AccountId: 011433970860
ContactId: f251add3-37d1-4b3b-9549-e1237d2b6201
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57310 ms
Total Talk Time (AGENT): 21672 ms
Total Talk Time (CUSTOMER): 34313 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/f251add3-37d1-4b3b-9549-e1237d2b6201_20250114T15:33_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][POSITIVE] Hi, thank you for calling
[CUSTOMER][NEUTRAL] Um, hello, this is [PII] again. Uh, actually I have some of thatation also.
[AGENT][NEUTRAL] You had what else for the patient, my friend?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah, but I'll try to.
[CUSTOMER][NEUTRAL] I, I previously called you. I have a patient named [PII].
[CUSTOMER][POSITIVE] A good benefits for special uh specialist visit. I have some security codes.
[AGENT][NEUTRAL] Yep, yep.
[AGENT][NEGATIVE] Unfortunately I can't check um codes over the phone we have to have everything sent through on a claim form to.
[CUSTOMER][NEUTRAL] I need to know what that was.
[AGENT][POSITIVE] To process. I'm really sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Have a good day.
[AGENT][POSITIVE] It's my pleasure. Was there anything else I could do to help you?
[CUSTOMER][POSITIVE] No, thank you very much.
[AGENT][POSITIVE] No worries you take care, [PII]. Thank you.