AccountId: 011433970860
ContactId: 3df9e5fd-593c-4480-a4e2-af627e39ba46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61840 ms
Total Talk Time (AGENT): 19331 ms
Total Talk Time (CUSTOMER): 24452 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/3df9e5fd-593c-4480-a4e2-af627e39ba46_20250507T21:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] This patient's secondary gap coverage with APL and if it if it uh covers her nuclear medicine appointment she's scheduled for coming up.
[AGENT][NEUTRAL] OK, I'm so sorry it kind of cut out there at the beginning um we we just needing to check uh eligibility?
[CUSTOMER][NEUTRAL] Yeah, eligibility and if the patient has uh outpatient gap in gap coverage I guess for the year.
[AGENT][NEUTRAL] Yeah definitely OK so just eligibility and benefits, OK, yeah, I can check that um what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII] and I'm sorry, can you spell your name for me? I just wanna make sure I spell it correctly. Thank you.
[AGENT][NEUTRAL] OK, sure, yeah, it's [PII]
[CUSTOMER][NEUTRAL] Oh, the call, calls going in and out.
[CUSTOMER][NEUTRAL] Can you still hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] That is so weird.