AccountId: 011433970860
ContactId: 0a8d8664-895b-43b1-b7cc-8d8ee70ba6a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 38630 ms
Total Talk Time (AGENT): 3781 ms
Total Talk Time (CUSTOMER): 21211 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/2025/02/28/0a8d8664-895b-43b1-b7cc-8d8ee70ba6a3_20250228T16:52_UTC.wav
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[AGENT][POSITIVE] Good morning [PII] how can I?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][NEUTRAL] I'm doing OK yourself?
[CUSTOMER][NEUTRAL] Doing all right thank you. I have a member on the line who's asking about she did say that she filed a disability claim last year and was wondering if she was needing anything if she was gonna be getting tax documents from us um I'm sorry, this whole thing is extremely confusing to me so I'm not quite sure.
[CUSTOMER][NEUTRAL] Hello.