AccountId: 011433970860
ContactId: acc1e584-48a2-4fca-acdb-0dee5572ba8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 26079 ms
Total Talk Time (AGENT): 8818 ms
Total Talk Time (CUSTOMER): 12819 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/acc1e584-48a2-4fca-acdb-0dee5572ba8f_20250617T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, good morning. My name is [PII] calling from Doctor [PII]'s office.
[AGENT][NEUTRAL] Hi, [PII], how are you doing today?
[CUSTOMER][POSITIVE] Good thank you I'm calling to get a eligibility for a patient please.
[AGENT][NEUTRAL] OK, it's really hard to hear you. Can you repeat that?
[CUSTOMER][NEUTRAL] Sure, let me uh answer you from a different phone. Hold on please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.