AccountId: 011433970860
ContactId: c5e17ed6-6e1d-415e-bbef-6d39dfd8c97d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56799 ms
Total Talk Time (AGENT): 13330 ms
Total Talk Time (CUSTOMER): 12079 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/c5e17ed6-6e1d-415e-bbef-6d39dfd8c97d_20250116T20:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, I was calling because I needed to verify some things on the patient's policy.
[CUSTOMER][POSITIVE] For sure
[AGENT][NEUTRAL] OK, I can help you with patients policy and can you please give me your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, can you give me one second please?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right.