AccountId: 011433970860
ContactId: d5cf6b85-6ab5-4928-8991-9415ea08465c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 54869 ms
Total Talk Time (AGENT): 16508 ms
Total Talk Time (CUSTOMER): 19928 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d5cf6b85-6ab5-4928-8991-9415ea08465c_20250625T17:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII], I'm an employee with Fort Worth ISD.
[CUSTOMER][NEUTRAL] And I have the cancer insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was just recently told I was in like early stage of prostate cancer.
[CUSTOMER][NEUTRAL] And so I was calling to see what benefits I can get.
[AGENT][NEUTRAL] Sure, OK, yeah, so we're just needing to uh.
[AGENT][NEUTRAL] Go over those uh benefits and how to file those claims?
[CUSTOMER][NEUTRAL] Say again.
[AGENT][NEUTRAL] We're just needing to go over your benefits and how to file those claims with us.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] OK, yeah, I can go ahead and get all that pulled up for you.
[CUSTOMER][NEUTRAL] Alright.