AccountId: 011433970860
ContactId: bed9f340-ba2d-4db7-89f4-b19391eff4d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166449 ms
Total Talk Time (AGENT): 34080 ms
Total Talk Time (CUSTOMER): 28469 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/bed9f340-ba2d-4db7-89f4-b19391eff4d2_20250108T23:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[AGENT][NEUTRAL] [PII], how may I help you?
[CUSTOMER][NEUTRAL] OK. Hello?
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] Hello, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Hi, um, are you able to help me verify eligibility and benefits for a patient?
[AGENT][POSITIVE] Yes, I can help you with eligibility and benefits.
[AGENT][NEUTRAL] Can I please get your name and your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling and my phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. What is the patient's name?
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] His name it will be [PII]. Last name [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's patients?
[CUSTOMER][NEUTRAL] Just give me 1 2nd. I'm gonna put you on a brief hold. Just give me 1 2nd please.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Or I can call back.
[AGENT][NEUTRAL] Whatever is easiest for you.
[CUSTOMER][NEUTRAL] What was that? I'm sorry?
[AGENT][NEUTRAL] Whatever's easiest for you.
[CUSTOMER][NEUTRAL] OK, so let me put you on a brief hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah