AccountId: 011433970860
ContactId: 92123d4c-317a-4917-bab5-bddaaf24ddf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66690 ms
Total Talk Time (AGENT): 5590 ms
Total Talk Time (CUSTOMER): 20230 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/2025/05/20/92123d4c-317a-4917-bab5-bddaaf24ddf0_20250520T20:37_UTC.wav
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[AGENT][NEUTRAL] Yes. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Wait, call you back. I have to call you back. Hi, hello.
[CUSTOMER][NEUTRAL] Hi, hello?
[CUSTOMER][NEUTRAL] Do you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Do you hear me?
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] Hello, thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi there, yes, I'm calling from a doctor's office. I wanted to verify benefits on one of our patients that's scheduled for surgery to see what coverage she has in her APL and her gap.
[CUSTOMER][NEUTRAL] Hello?