AccountId: 011433970860
ContactId: b44c32e2-60db-4b6f-9736-c099c9e60305
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173880 ms
Total Talk Time (AGENT): 19120 ms
Total Talk Time (CUSTOMER): 21747 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/2025/04/29/b44c32e2-60db-4b6f-9736-c099c9e60305_20250429T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII]. I was calling about, uh, do I need to stay, do I, uh, with this insurance I got, can I go see my regular doctor or do I need to go to one in in the circle?
[AGENT][NEUTRAL] OK, I can definitely get your policy pulled up, um, and we'll take a look at that. Um, this was for, uh, medical, is that correct?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Like I was, when I go see my daughter for checkups and stuff like that.
[AGENT][NEUTRAL] OK, I can get your policy pulled up and see what kind uh you have and we can go from there. I'm sorry, you said your name was, uh, I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah