AccountId: 011433970860
ContactId: 2a854b1b-4098-485f-887d-e93e5549501e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51119 ms
Total Talk Time (AGENT): 12467 ms
Total Talk Time (CUSTOMER): 22304 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/2a854b1b-4098-485f-887d-e93e5549501e_20250221T17:45_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII]. I'm calling from the Nicholas Children's Hospital to check the elig and benefits.
[AGENT][POSITIVE] I'd be happy to assist with benefits and knowledgeability today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah. It, uh, just a moment.
[CUSTOMER][NEUTRAL] Uh my good callback number is [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can you hear me? Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello caller, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, I can hear you.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK.