AccountId: 011433970860
ContactId: 2a057cec-1100-4c5f-9e4f-6bd7aaca14ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114750 ms
Total Talk Time (AGENT): 14324 ms
Total Talk Time (CUSTOMER): 37678 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/2a057cec-1100-4c5f-9e4f-6bd7aaca14ce_20250219T20:11_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Um, I'm calling to see if, uh, a patient's benefit is active, but you sound very robotic and far away.
[AGENT][POSITIVE] better.
[CUSTOMER][NEUTRAL] Um, say it again.
[AGENT][NEUTRAL] Is this
[CUSTOMER][NEUTRAL] Um, not really.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I like.
[CUSTOMER][NEGATIVE] I can barely understand you. You sound like a robot.
[AGENT][NEUTRAL] Alright one moment. I'm gonna place you on a brief hold.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, not really. Give me one second. Can you see if you could maybe, because maybe it is just me.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright, go ahead.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Yeah, I know your your phone sounds really.
[CUSTOMER][NEGATIVE] Yeah it's not it's not coming through.
[CUSTOMER][NEUTRAL] OK, if I
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know