AccountId: 011433970860
ContactId: f71a5282-d1e5-4441-8772-4cbdb2eca799
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181350 ms
Total Talk Time (AGENT): 35087 ms
Total Talk Time (CUSTOMER): 36384 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/f71a5282-d1e5-4441-8772-4cbdb2eca799_20250521T21:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, uh, this pertains to policy 00131493. We're trying to figure out.
[AGENT][NEUTRAL] Say that one more time for me, please, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 00131493 and we're trying to find out where we would send the POA power of attorney uh request for approval.
[AGENT][POSITIVE] Alright, let me get it pulled up, but I'm so sorry. I need your name, please, sir.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh [PII].
[AGENT][NEUTRAL] Alrighty [PII] and I am going to have to transfer you to the correct department. You have dental, so hold on just a moment for me, OK?
[CUSTOMER][NEUTRAL] Oh, this is, this is dental or cancer, yeah.
[AGENT][NEUTRAL] Yeah, no, so this is not the cancer, but I'm gonna get you over to that department though hearted, OK?
[CUSTOMER][POSITIVE] OK. OK, thank you, appreciate it.
[AGENT][NEUTRAL] All right. Yes, sir. Hold on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEGATIVE] You are on hold.