AccountId: 011433970860
ContactId: eeef9ab4-5d35-4c68-9c69-f8aa52e8bc52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74480 ms
Total Talk Time (AGENT): 22568 ms
Total Talk Time (CUSTOMER): 20757 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/2025/04/18/eeef9ab4-5d35-4c68-9c69-f8aa52e8bc52_20250418T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII].
[AGENT][NEUTRAL] Hi [PII], what can I do for you today?
[CUSTOMER][NEUTRAL] Yeah, I need to.
[CUSTOMER][NEUTRAL] I don't, I don't, um, have a tax form that I need.
[CUSTOMER][NEUTRAL] So in order to file my taxes I was wondering if I can get.
[CUSTOMER][NEUTRAL] I can get that from you.
[AGENT][NEUTRAL] You're needing what? I'm sorry, it kinda cut out there.
[CUSTOMER][NEUTRAL] Oh what now.
[CUSTOMER][NEUTRAL] Do you know what the IRS needs for like a medical insurance a form?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It really depends um uh how much you received typically medical doesn't require anything like that um for taxes but um we can get that pulled up and take a look um you haven't.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?