AccountId: 011433970860
ContactId: 714e3a70-d6cd-4051-b9b0-7443ca1b349e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72879 ms
Total Talk Time (AGENT): 14527 ms
Total Talk Time (CUSTOMER): 24751 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/714e3a70-d6cd-4051-b9b0-7443ca1b349e_20250410T18:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is, uh, [PII]. I'm just calling to see, uh, I just, uh, I need to do some vaccines. I wanna see if, uh, the insurance cover or not.
[AGENT][NEUTRAL] OK, I'm so sorry, the microphone sounds just a little bit muffled. Um, could you repeat your name for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Oh, I'm so sorry. I cannot catch that.
[CUSTOMER][NEUTRAL] [PII], do you want me to give you the group number or the member number?
[AGENT][NEUTRAL] That's fine um what did you say we were checking? I'm sorry.
[CUSTOMER][NEUTRAL] I'm just checking to see if, uh, I just, I wanted to do some vaccines. I wanted to see if the insurance will cover some of it.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hello.