AccountId: 011433970860
ContactId: 04c79920-81da-4156-a619-b3b4280d2931
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128919 ms
Total Talk Time (AGENT): 9709 ms
Total Talk Time (CUSTOMER): 30381 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/04c79920-81da-4156-a619-b3b4280d2931_20250602T22:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] and I wanna see what the benefits were. Um, I'm going to be having hip surgery this summer, and it will be, I think, um, it's in hospital, and it's like 1 to 2 days, um, that you're in, and I just wanted to see exactly uh where you all pick up. I have the group insurance through Nova Southeastern University.
[AGENT][NEUTRAL] OK, OK, so you're uh having an inpatient surgery and you're just wanting to double check those benefits.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I