AccountId: 011433970860
ContactId: 4efc873e-f7b7-49f3-8729-41d22c050cc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60000 ms
Total Talk Time (AGENT): 19681 ms
Total Talk Time (CUSTOMER): 19213 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/4efc873e-f7b7-49f3-8729-41d22c050cc7_20250418T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling PL.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Yeah, um, I just, we just got enrolled in this and I'm calling to find out information. uh what do you need from me?
[AGENT][NEUTRAL] I just need to like check out benefits and such.
[CUSTOMER][NEUTRAL] Uh, can you hear me? Because it's breaking up a little bit.
[AGENT][NEUTRAL] Oh, sorry, uh, can you hear me OK?
[CUSTOMER][NEUTRAL] Now I can, yeah.
[AGENT][NEUTRAL] OK, I'm, well I was just making sure we're just needing to check out, uh, benefits and maybe how the plan works, is that right?
[CUSTOMER][NEUTRAL] Yeah, this is the first time I've used it so do you want my policy or group or what?
[AGENT][NEUTRAL] Sure, uh, first, if you don't mind, uh, can I get your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] Fuck.