AccountId: 011433970860
ContactId: 51801dd9-3db0-43e9-9571-dc3d6d95f3f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 13020 ms
Total Talk Time (AGENT): 9000 ms
Total Talk Time (CUSTOMER): 4249 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/51801dd9-3db0-43e9-9571-dc3d6d95f3f7_20250109T14:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hi, I need to check eligibility on a patient.
[AGENT][NEUTRAL] OK, you're only needing to verify if the policy is active. Is that correct?
[CUSTOMER][NEUTRAL] You