AccountId: 011433970860
ContactId: 623cad77-3a0e-498e-97b2-ccfd47d7375e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 50509 ms
Total Talk Time (AGENT): 5529 ms
Total Talk Time (CUSTOMER): 30996 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/623cad77-3a0e-498e-97b2-ccfd47d7375e_20250421T12:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], good morning. How are you doing?
[AGENT][NEUTRAL] I'm good. I can barely hear you though.
[CUSTOMER][NEUTRAL] Yeah, yeah, can you hear me now?
[AGENT][POSITIVE] That's better.
[CUSTOMER][NEUTRAL] Yeah, I'm at the dentist's office and I'm having my insurance card in my hand, but it is expired and I I know I still valid have insurance with you guys because I still pay every month. Um, there's any way I can upload that where I can have a current.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] ID card, insurance card for my uh.
[CUSTOMER][NEUTRAL] So I could be able to pay them today.
[CUSTOMER][NEUTRAL] Just show them because I know they're gonna wanna see the card.
[CUSTOMER][NEUTRAL] Hey can you hear me?