AccountId: 011433970860
ContactId: 9ece1350-382b-485b-a176-7ad37031e5c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 44099 ms
Total Talk Time (AGENT): 7828 ms
Total Talk Time (CUSTOMER): 29112 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/9ece1350-382b-485b-a176-7ad37031e5c4_20250205T16:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] over with TPA. What did you say your name was? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you, thank you. I'm transferring over a member. Uh his name is [PII], and he was transferred over here to me, but what he needs to know is if he can keep his insurance and because he's transferred to another job, but he won't be able to keep this insurance and I want to know if that's possible.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't know who to transfer him to.
[AGENT][NEUTRAL] That