AccountId: 011433970860
ContactId: 2b15655a-e874-4db7-9a65-9132d9c64abd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123500 ms
Total Talk Time (AGENT): 28926 ms
Total Talk Time (CUSTOMER): 25108 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/2b15655a-e874-4db7-9a65-9132d9c64abd_20250114T13:07_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling from A upstate. Um, I can barely hear you sound like an echo, but I'm calling to see when the patient's, um, eligibility when this policy went into effect.
[AGENT][NEUTRAL] All right. Um, just like, uh, can you hear.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It sounds like you're in the closet, you're echoing.
[AGENT][NEUTRAL] Let me just a second, please.
[AGENT][NEUTRAL] Ms. [PII], what is a good callback number so I can reach you out? Um, I have a little bit of issues with my connection right now.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I in for patients, um.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] OK. And the call is for the patient eligibility, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I'm gonna um just gonna call really quick and then I will call you back. All right, and just
[CUSTOMER][POSITIVE] Alright thank you.