AccountId: 011433970860
ContactId: 4da3d5f5-3238-47a2-9d88-fad9d5b98edc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 35139 ms
Total Talk Time (AGENT): 8620 ms
Total Talk Time (CUSTOMER): 22657 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/4da3d5f5-3238-47a2-9d88-fad9d5b98edc_20250616T19:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm not entirely sure I have the right phone number. I've been trying to contact um.
[CUSTOMER][NEUTRAL] It's Children's Medical Services health plans for Medicaid. um, on the Medicaid portal, it has that number listed that I called, but I'm not sure if it's correct.
[AGENT][NEUTRAL] Yeah, I mean, we're American public life Insurance.
[CUSTOMER][POSITIVE] Yeah, um, alrighty, no worries, I'll try to search for another number then thank you.
[AGENT][NEUTRAL] OK. Mhm, bye.