AccountId: 011433970860
ContactId: 145b5813-3e41-45f6-930a-eec56a8fb712
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 33919 ms
Total Talk Time (AGENT): 14870 ms
Total Talk Time (CUSTOMER): 12170 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/2025/02/10/145b5813-3e41-45f6-930a-eec56a8fb712_20250210T20:12_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling to verify eligibility for some dependents.
[AGENT][NEUTRAL] OK, I can verify Lord words eligibility, and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 987-058
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case to call?
[CUSTOMER][NEUTRAL] [PII]