AccountId: 011433970860
ContactId: c7da7be4-3b59-43a8-ae87-4438c595c7de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 49180 ms
Total Talk Time (AGENT): 13061 ms
Total Talk Time (CUSTOMER): 6810 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/c7da7be4-3b59-43a8-ae87-4438c595c7de_20250320T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Homestead Hospital to get eligibility for one of our patients today.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] May I have a policy number?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[AGENT][NEGATIVE] I'm disconnecting the call.