AccountId: 011433970860
ContactId: 0571c597-ce44-4dc8-bba9-70c8050063ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 19860 ms
Total Talk Time (AGENT): 10630 ms
Total Talk Time (CUSTOMER): 6811 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/0571c597-ce44-4dc8-bba9-70c8050063ce_20250123T17:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name's [PII]. I'm needing to see if you could help me verify benefits for a member.
[AGENT][POSITIVE] Certainly I can help you with benefits. Uh, [PII], can I please have a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, the