AccountId: 011433970860
ContactId: 64b78de4-c2ac-49af-ae60-ee6f4d6fca66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 40169 ms
Total Talk Time (AGENT): 11638 ms
Total Talk Time (CUSTOMER): 14248 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/64b78de4-c2ac-49af-ae60-ee6f4d6fca66_20250620T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm just trying to verify uh eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, yeah, I can check eligibility and benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, yes, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, can you hear me?