AccountId: 011433970860
ContactId: 97a3fb07-bd3b-4152-a121-5a748be27579
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 49979 ms
Total Talk Time (AGENT): 4580 ms
Total Talk Time (CUSTOMER): 18097 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/2025/03/04/97a3fb07-bd3b-4152-a121-5a748be27579_20250304T20:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm calling from South Miami Hospital. I wanted to verify, um, patients, uh, gap insurances, their effective day and their eligibility or their, their benefits, sorry.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Hello?