AccountId: 011433970860
ContactId: d1efb8c8-6cee-47f9-9144-1853518b7b18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62939 ms
Total Talk Time (AGENT): 22568 ms
Total Talk Time (CUSTOMER): 21681 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/d1efb8c8-6cee-47f9-9144-1853518b7b18_20250606T19:36_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling from Memorial Regional Hospital. Just wanting to check on eligibility and
[AGENT][NEUTRAL] I do apologize, but I can barely hear you.
[AGENT][NEUTRAL] Your phone.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Your phone is a, it's like you're sounding like a muffled robot.
[CUSTOMER][NEUTRAL] Let me again, are you taking any better?
[AGENT][NEUTRAL] I can't, it's not, no, ma'am.
[CUSTOMER][POSITIVE] OK, no worries let me call back thank you.
[AGENT][NEUTRAL] I can hear you now, so I don't know what you just did, but I, I heard you just dinging.
[CUSTOMER][NEUTRAL] They also now.
[AGENT][NEUTRAL] I doing it again.
[CUSTOMER][POSITIVE] No worries I'll call back thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Goodbye.