AccountId: 011433970860
ContactId: 0f6accc1-bdda-49cb-b4d0-f7ed0750a016
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98769 ms
Total Talk Time (AGENT): 21119 ms
Total Talk Time (CUSTOMER): 35299 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/0f6accc1-bdda-49cb-b4d0-f7ed0750a016_20250425T15:58_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII], is this [PII].
[CUSTOMER][NEUTRAL] Good morning. I'm calling you from uh Memorial Hospital.
[CUSTOMER][NEUTRAL] And I'm calling in regards.
[CUSTOMER][NEUTRAL] To the eligibility of one of one member and if you.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have your name again, please?
[CUSTOMER][NEUTRAL] Yes, this is [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] May I have the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] ma'am.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEGATIVE] I can barely hear you. There's a lot of noise in your background. I can barely hear you.
[CUSTOMER][NEUTRAL] Because the policy number it is.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] right
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] One second. One moment please.
[CUSTOMER][NEUTRAL] I can't remember how.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] OK.