AccountId: 011433970860
ContactId: 4cbe032e-5371-4ca1-847c-065c164421af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 29850 ms
Total Talk Time (AGENT): 12180 ms
Total Talk Time (CUSTOMER): 10371 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/4cbe032e-5371-4ca1-847c-065c164421af_20250303T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm trying to verify eligibility and I'm over.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Mm hold on just a second, let me look for it.