AccountId: 011433970860
ContactId: fd105eb4-e12e-4e92-bc6d-3af44ee1b937
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 55330 ms
Total Talk Time (AGENT): 14221 ms
Total Talk Time (CUSTOMER): 35370 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/fd105eb4-e12e-4e92-bc6d-3af44ee1b937_20250610T16:54_UTC.wav
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[AGENT][NEGATIVE] Come on this is
[CUSTOMER][NEUTRAL] How you doing? I'm having issues getting some information. I had a link sent to me to, uh, view my list of benefits or whatever have you, and they're asking me for a confirmation number that I'm getting sent to my email, but in order for me to get the confirmation number, I have to go out.
[CUSTOMER][NEUTRAL] And check the email that I have to go back in and it invalidates the confirmation number. Is there any other way that I could get that done so I can see my list of benefits?
[AGENT][NEUTRAL] You could try it from a laptop or a desktop.
[AGENT][NEUTRAL] Um, but you should be able, should be able to like, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know how to explain it, but there's a way where you can get.
[CUSTOMER][POSITIVE] No, you know what, you know what I, I, yeah, I'm sitting there with a whole tablet in front of me and then thinking that, you know what, I appreciate your help.
[AGENT][POSITIVE] Oh, OK. OK, thank you.
[CUSTOMER][POSITIVE] I appreciate that thank you.
[CUSTOMER][NEUTRAL] Uh