AccountId: 011433970860
ContactId: fbcecf84-13c7-4817-a5ed-1cfeb22b68b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 35599 ms
Total Talk Time (AGENT): 16821 ms
Total Talk Time (CUSTOMER): 16197 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/fbcecf84-13c7-4817-a5ed-1cfeb22b68b1_20250129T19:23_UTC.wav
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[CUSTOMER][NEUTRAL] Nothing but.
[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I was just getting benefits for a patient and I forgot to ask for the payer ID.
[AGENT][NEUTRAL] Oh, OK, I can give you the payer ID um.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] Yes, ma'am. It is 60801.
[CUSTOMER][NEUTRAL] And that's for medical, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're very welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks for calling APL bye bye.