AccountId: 011433970860
ContactId: 407e1041-82bb-48d3-848b-99609130fd2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89309 ms
Total Talk Time (AGENT): 12341 ms
Total Talk Time (CUSTOMER): 5350 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/2025/01/30/407e1041-82bb-48d3-848b-99609130fd2d_20250130T15:28_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling on behalf of provider's office to check on member's eligibility.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you. What is the callback number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII], are you there?
[AGENT][NEUTRAL] Hello?