AccountId: 011433970860
ContactId: 9e22f7a2-856e-4579-b7cc-3fa9e019b884
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74489 ms
Total Talk Time (AGENT): 13773 ms
Total Talk Time (CUSTOMER): 30390 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/9e22f7a2-856e-4579-b7cc-3fa9e019b884_20250620T15:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and um I'm a teacher at Edgewood and I just retired this year and I wanted to see about continuing my cancer policy.
[AGENT][NEUTRAL] OK, so you had already retired from your employer you're just wanting to keep this policy independently of them, correct?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Correct, so I think I'm covered until August, so I wanted to see what I needed to do to continue it.
[AGENT][POSITIVE] Got it. OK, we can go ahead and get all of that pulled.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I can't hear you.