AccountId: 011433970860
ContactId: 9f15746d-8028-4acb-b16e-3e76184a1b86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59180 ms
Total Talk Time (AGENT): 23736 ms
Total Talk Time (CUSTOMER): 24302 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=-2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/9f15746d-8028-4acb-b16e-3e76184a1b86_20250411T12:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APA. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hello? I can hardly hear you. It's um you're breaking up.
[AGENT][POSITIVE] OK, I'm sorry, and thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK, I am calling to verify a patient's um eligibility.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with.
[CUSTOMER][NEUTRAL] But she said it's active mhm.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. And first, can I get your name and the callback number?
[CUSTOMER][NEGATIVE] I'm sorry, I did not. It's we have a very bad connection. Do you want me to call back?
[AGENT][NEUTRAL] And let's see, is this better? Can you hear me now?
[CUSTOMER][NEUTRAL] I'm sorry, what is it?
[AGENT][NEUTRAL] Yes, ma'am. You may need to give us a call back.
[CUSTOMER][NEGATIVE] OK, yes, it's very, it's a very bad connection. All right, I'm gonna call back maybe in about 5 minutes, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Thank you. I apologize. Thank you.