AccountId: 011433970860
ContactId: 48caffc2-f05d-41d2-af49-426066dbd2e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71610 ms
Total Talk Time (AGENT): 14790 ms
Total Talk Time (CUSTOMER): 26019 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/2025/05/08/48caffc2-f05d-41d2-af49-426066dbd2e1_20250508T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, ma'am. Uh, I have my son. He's in need of therapy. Um, they said that they only cover me a certain amount, but they said that, uh, they transferred me over here.
[CUSTOMER][NEUTRAL] I guess to uh to this line to see what more that uh you guys are able to do.
[AGENT][NEUTRAL] OK, uh, where do you need to check benefits, uh, when you say therapy, do you mean, uh, physical therapy?
[CUSTOMER][NEUTRAL] Uh, speech therapy, they went ahead and, and I guess they put uh.
[AGENT][NEUTRAL] Speech therapy.
[CUSTOMER][NEUTRAL] Yeah, they put them on, on, uh, I just like a referral and all that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That he needed it?
[AGENT][NEUTRAL] OK, so I can definitely check to see if you've got a policy with us that has any benefits.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I