AccountId: 011433970860
ContactId: 21fc4620-6250-4fb5-a5e9-745d26a1bace
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 26620 ms
Total Talk Time (AGENT): 12202 ms
Total Talk Time (CUSTOMER): 14259 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/21fc4620-6250-4fb5-a5e9-745d26a1bace_20250106T15:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Happy New [PII]. My name is [PII] calling from Baptist Health here here in here in [PII]. I'm just calling for the eligibility, please, [PII].
[AGENT][POSITIVE] OK, I can help you with the eligibility. And [PII], happy [PII]. And may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Oh, hold on, let me give you a call right back. One second, my coworkers called me 1 2nd.
[AGENT][NEUTRAL] OK.