AccountId: 011433970860
ContactId: fa565f54-ba8f-4577-a3ac-ededce2291cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52560 ms
Total Talk Time (AGENT): 18579 ms
Total Talk Time (CUSTOMER): 23539 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/fa565f54-ba8f-4577-a3ac-ededce2291cf_20250127T20:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. I have a question about a HR policy.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 25432253.
[AGENT][NEUTRAL] Oh no, [PII].
[CUSTOMER][NEUTRAL] Yes, um, I wanna say [PII] is not covered under HR but.
[CUSTOMER][NEUTRAL] I don't remember. It's been so long.
[AGENT][NEUTRAL] OK, so for this particular policy.
[AGENT][NEUTRAL] They do have treatment in a physician's office. They will fall under physician office treatment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, so I would just quote the office benefit.
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye