AccountId: 011433970860
ContactId: 34e8d0c5-636a-4dcc-b22c-16cf6c7af217
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 30780 ms
Total Talk Time (AGENT): 6061 ms
Total Talk Time (CUSTOMER): 11821 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/34e8d0c5-636a-4dcc-b22c-16cf6c7af217_20250521T20:18_UTC.wav
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[AGENT][NEUTRAL] Hi, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. This is [PII]. I'm calling in from Baptist Outpatient Services. Just calling in to check on benefits for mutual patients.
[AGENT][POSITIVE] Hello, thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good afternoon.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?