AccountId: 011433970860
ContactId: 6e60c226-ee93-4e8d-a9d7-763ec79f7066
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52659 ms
Total Talk Time (AGENT): 21097 ms
Total Talk Time (CUSTOMER): 18598 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/2025/04/21/6e60c226-ee93-4e8d-a9d7-763ec79f7066_20250421T18:03_UTC.wav
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[CUSTOMER][NEUTRAL] Give it to the little cent.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you doing, ma'am? Yes, I'm calling because I'm trying to get, um, I guess a card, uh insurance card, uh, ID card, and uh.
[CUSTOMER][NEUTRAL] Not too sure if you could help me with that.
[AGENT][NEUTRAL] I'm sorry, um,
[AGENT][NEUTRAL] Sure, I'm sorry, it did kind of cut out. I heard you say an ID card and uh what else?
[CUSTOMER][NEUTRAL] Yes, can you, can you hear me?
[AGENT][NEUTRAL] Um, I can now. I'm sorry, yes, it, it did just kind of cut out there. We were needing ID cards and what else?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Uh, just a type of.
[AGENT][NEUTRAL] Just the benefit summary?
[CUSTOMER][NEUTRAL] I can't hear you so much I'm sorry. What was that, ma'am?
[AGENT][NEUTRAL] I'm sorry, it, it just keeps cutting out, um, you said ID and then we just need to check your.