AccountId: 011433970860
ContactId: 82883b64-1a07-4d65-9d95-e7eed7657c41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60000 ms
Total Talk Time (AGENT): 22100 ms
Total Talk Time (CUSTOMER): 23500 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/82883b64-1a07-4d65-9d95-e7eed7657c41_20250326T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to check on eligibility. Could you please help me with that?
[AGENT][POSITIVE] Yes, I can help you with eligibility. Can you please spell your first name for me?
[CUSTOMER][NEUTRAL] Yes. The first name is [PII] My initial is [PII] like girl.
[AGENT][NEUTRAL] Thank you. And then Miss [PII], what is your callback number just in case our call is disconnected and the facility name you're calling from?
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] [PII]. It is a direct line?
[AGENT][NEUTRAL] And what is the, the facility name you're calling from?
[CUSTOMER][NEUTRAL] So, uh, sorry, Jefferson Davis Emergency group.
[AGENT][NEUTRAL] OK, I'm sorry, can you repeat that?