AccountId: 011433970860
ContactId: cda38d4b-b815-4182-8f09-e22d1e98660f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72769 ms
Total Talk Time (AGENT): 15938 ms
Total Talk Time (CUSTOMER): 13837 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/cda38d4b-b815-4182-8f09-e22d1e98660f_20250502T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from the provider's office regarding the benefit of a patient. Could you please help me out with that?
[AGENT][POSITIVE] Yes, I could check benefits for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] No, uh, [PII], not [PII].
[AGENT][NEUTRAL] Oh, sorry about that. Um that was [PII]
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][POSITIVE] OK, I apologize, um, yes, I could check those benefits for you and can I get a good.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hello.