AccountId: 011433970860
ContactId: f078abd2-8a68-423a-a955-df29687b7692
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 49869 ms
Total Talk Time (AGENT): 10747 ms
Total Talk Time (CUSTOMER): 15228 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/2025/06/18/f078abd2-8a68-423a-a955-df29687b7692_20250618T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to figure out what my benefit, my benefit is. And um I got my policy number and everything. I'm just trying to keep up with my stuff.
[AGENT][NEUTRAL] But you're just wanting to check your benefits?
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] I'm sorry, we were just needing to check your benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, I can take
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?