AccountId: 011433970860
ContactId: 0815f8a4-b1d3-428d-8574-96405adb1167
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 48830 ms
Total Talk Time (AGENT): 10388 ms
Total Talk Time (CUSTOMER): 11998 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/0815f8a4-b1d3-428d-8574-96405adb1167_20250320T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hi, I'm calling to see benefits for a patient.
[AGENT][POSITIVE] OK, I can get benefits for you. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the policy number, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?