AccountId: 011433970860
ContactId: 820c516e-a656-4a87-aed2-2977674a3bb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126199 ms
Total Talk Time (AGENT): 10692 ms
Total Talk Time (CUSTOMER): 15998 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/820c516e-a656-4a87-aed2-2977674a3bb4_20250618T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Yes, I'm trying to um locate my benefits, please.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, alright, let me get you over to the department that can um assist you with that.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to figure out, find out my benefits, please.
[CUSTOMER][POSITIVE] OK, I'm happy to check on