AccountId: 011433970860
ContactId: 8105d4f2-4b29-409d-85dd-5fb7820928c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 40150 ms
Total Talk Time (AGENT): 17240 ms
Total Talk Time (CUSTOMER): 18537 ms
Interruptions: 0
Overall Sentiment: AGENT=4.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/8105d4f2-4b29-409d-85dd-5fb7820928c8_20250217T14:10_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] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] OK, [PII], you're needing benefits and eligibility, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] It is 01942862 M like Mary L like Larry number 8.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.