AccountId: 011433970860
ContactId: 8db2a030-e6f7-4d6f-a90c-00617d2f0205
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100970 ms
Total Talk Time (AGENT): 9289 ms
Total Talk Time (CUSTOMER): 20861 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/2025/05/05/8db2a030-e6f7-4d6f-a90c-00617d2f0205_20250505T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling, uh, concerning my, uh, card. I didn't get a card in the mail yet.
[AGENT][NEUTRAL] OK, you're just needing an ID card?
[CUSTOMER][NEUTRAL] Yeah, let me just tell you what I'm going through. My wife have a teeth. She on the insurance, but she got a teeth she needs to pull right away, and she wanna see if the insurance can help or you just have to walk in a place and pay cash.
[AGENT][NEUTRAL] I see. OK, so yeah, I can go ahead and get that yeah.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I just.