AccountId: 011433970860
ContactId: 4bd7d5ef-0c6b-4435-a01c-8e225cc9c8a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 26190 ms
Total Talk Time (AGENT): 10849 ms
Total Talk Time (CUSTOMER): 8990 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/4bd7d5ef-0c6b-4435-a01c-8e225cc9c8a6_20250121T15:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] I'm sorry, what was your name? It's cutting out really bad.
[AGENT][NEUTRAL] Oh sorry about that. Um, [PII]
[CUSTOMER][POSITIVE] OK perfect um.
[CUSTOMER][NEUTRAL] Let's see, I was just calling to verify benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, yeah, I can check benefits and eligibility. What was your name?