AccountId: 011433970860
ContactId: f05c305d-ae6f-48d6-8b74-51129cb4b68d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 48939 ms
Total Talk Time (AGENT): 12389 ms
Total Talk Time (CUSTOMER): 20716 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/f05c305d-ae6f-48d6-8b74-51129cb4b68d_20250501T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling you from Cigna Healthcare on a recorded line and I have one of uh our members. His name is [PII]. Um, do you have any Spanish line?
[AGENT][NEUTRAL] Uh, yes, there should be, um, let me transfer you back into our queue and there should be an option for Spanish.
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Uh let me transfer you back.
[CUSTOMER][NEUTRAL] OK, that's fine thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for calling A