AccountId: 011433970860
ContactId: f126a036-5b7c-4abd-a179-efa864b6b5e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 21379 ms
Total Talk Time (AGENT): 7288 ms
Total Talk Time (CUSTOMER): 10207 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/f126a036-5b7c-4abd-a179-efa864b6b5e8_20250115T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. Uh, this is [PII]. I'm calling from Physical therapy now to check eligibility and benefits for a member. Can you please help me?
[AGENT][NEUTRAL] I can help you, [PII], you said it's your physical therapy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And my name is [PII]
[CUSTOMER][POSITIVE] OK, give me a second, I'm sorry.