AccountId: 011433970860
ContactId: d3464a43-c806-47bd-89ea-eb6ae69b97ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 45459 ms
Total Talk Time (AGENT): 16470 ms
Total Talk Time (CUSTOMER): 21881 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/d3464a43-c806-47bd-89ea-eb6ae69b97ba_20250319T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi ma'am, I'm so sorry I can barely hear you.
[AGENT][NEUTRAL] Hi, my name is [PII] with American Public Life. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling for Texas Diest to have a specialist. I'm calling um for benefits and eligibility for a patient, please.
[AGENT][NEUTRAL] OK, and did you say this is an office setting or outpatient facility?
[CUSTOMER][NEUTRAL] I am sorry, I can't hear you well.
[CUSTOMER][NEUTRAL] Can you repeat it please?
[AGENT][POSITIVE] Yeah, I've not had any problems with my phone.
[AGENT][NEUTRAL] So do you want to disconnect and call back if you can't hear me?
[CUSTOMER][NEUTRAL] OK, I read, I read.
[CUSTOMER][NEUTRAL] Yes, so sorry.
[AGENT][POSITIVE] OK, no worries.