AccountId: 011433970860
ContactId: 3fe57763-30ef-4e5a-9a06-d46220fdc8df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 32799 ms
Total Talk Time (AGENT): 18339 ms
Total Talk Time (CUSTOMER): 13360 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/3fe57763-30ef-4e5a-9a06-d46220fdc8df_20250516T12:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling, um, from Homestead Hospital to verify eligibility for one of our patients.
[AGENT][NEUTRAL] Alright, uh, I apologize right now, [PII], actually our systems are down and we're unable to verify eligibility and benefits. We can call you back or you could try us back in like an hour if you want.
[CUSTOMER][POSITIVE] OK, we'll do that. I'll call back. Thank you so much. No, it's OK. Alrighty, bye bye.
[AGENT][POSITIVE] All right, sorry about that. OK.
[AGENT][NEUTRAL] All right, bye bye.