AccountId: 011433970860
ContactId: db90ac95-ba93-4d72-9a14-87472d355d33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129520 ms
Total Talk Time (AGENT): 20560 ms
Total Talk Time (CUSTOMER): 49952 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/db90ac95-ba93-4d72-9a14-87472d355d33_20250321T14:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] here at Memorial Hospital Preservices. I'm sorry, the phone cut out. What was your name again?
[AGENT][NEUTRAL] My name is.
[CUSTOMER][NEUTRAL] Thank you and my um I'm calling today because I want to verify benefit or just verify eligibility of a member please.
[AGENT][NEUTRAL] OK I can help you with eligibility can you please give me your call back number?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Birth and
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On the desktop.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] That the day of her policy.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEGATIVE] I'm unable to hear you. The phone's breaking up. Are you able to hear me fine?
[AGENT][NEUTRAL] I can hear you.
[CUSTOMER][NEUTRAL] Alright, um, what was the policy details again?
[AGENT][NEUTRAL] But
[CUSTOMER][POSITIVE] Alright, I'm sorry I'm gonna need to call back, have a wonderful day.