AccountId: 011433970860
ContactId: a4fef2d7-9d32-485c-87e3-635240b094fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 28280 ms
Total Talk Time (AGENT): 12536 ms
Total Talk Time (CUSTOMER): 9542 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/2025/06/09/a4fef2d7-9d32-485c-87e3-635240b094fb_20250609T12:21_UTC.wav
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[AGENT][NEUTRAL] For contacting HTI. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a doctor's office, and I am just trying to check eligibility for one of our patients.
[AGENT][NEUTRAL] I can certainly help with eligibility, what is that policy number?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't catch any of that that was really.
[AGENT][POSITIVE] I can certainly help.
[AGENT][NEUTRAL] 00, I'm sorry, can you hear me a little better now?
[CUSTOMER][NEUTRAL] I can't
[AGENT][NEUTRAL] [PII], can you hear me now?