AccountId: 011433970860
ContactId: ae74528d-40a4-49b3-a488-dbac099f9ee1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 41860 ms
Total Talk Time (AGENT): 7139 ms
Total Talk Time (CUSTOMER): 10461 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/ae74528d-40a4-49b3-a488-dbac099f9ee1_20250521T13:01_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I need to check patients gab policy.
[AGENT][POSITIVE] Good morning. Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need eligibility and benefits.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Hello?