AccountId: 011433970860
ContactId: be4f5d7e-19f5-4f1c-b584-f0cac5dcaa68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 31510 ms
Total Talk Time (AGENT): 10757 ms
Total Talk Time (CUSTOMER): 9921 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/be4f5d7e-19f5-4f1c-b584-f0cac5dcaa68_20250403T20:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I, I wanted to um know if a patient is under Edna.
[AGENT][NEUTRAL] OK, uh, this is not Aetna, this is American Public Life.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, I'm sorry, my bad.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] I'm sorry, thank you.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.