AccountId: 011433970860
ContactId: 28036a3d-95eb-4893-ae06-25a1df0888df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97730 ms
Total Talk Time (AGENT): 7191 ms
Total Talk Time (CUSTOMER): 27360 ms
Interruptions: 0
Overall Sentiment: AGENT=5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/28036a3d-95eb-4893-ae06-25a1df0888df_20250530T12:06_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm [PII] calling from CMS Diana Services. I have a patient here now in my facility. I need to check benefit eligibility, please.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][POSITIVE] Hello, good morning. Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from CMS diagnosis Service. I have a patient here now in my facility. I need to check benefit eligibility, please.
[CUSTOMER][NEUTRAL] Do you hear me?
[CUSTOMER][NEUTRAL] What happened in there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] My God.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] No, no,
[CUSTOMER][NEUTRAL] Hello?