AccountId: 011433970860
ContactId: 61dd26b8-93c1-4838-82ef-3a5f27236707
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 48400 ms
Total Talk Time (AGENT): 3160 ms
Total Talk Time (CUSTOMER): 26699 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/2025/05/12/61dd26b8-93c1-4838-82ef-3a5f27236707_20250512T18:42_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. Um, I'm calling from a provider's office. Uh, the member, uh, the member's, you know, mother gave us some, um, insurance that I guess, um, the patient has with you guys, but I don't know if this is supplemental insurance, and medical insurance. I just wanna, you know, I wanna know more information about that.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK