AccountId: 011433970860
ContactId: 160995a4-cf0d-4b50-bba4-07619618fd6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84889 ms
Total Talk Time (AGENT): 20400 ms
Total Talk Time (CUSTOMER): 45016 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/160995a4-cf0d-4b50-bba4-07619618fd6e_20250618T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm looking for the dental benefit of the patient.
[CUSTOMER][NEUTRAL] Oh, ma'am, your
[AGENT][NEUTRAL] May I please have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, the patient policy number is 025.
[CUSTOMER][NEUTRAL] 81906
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah. The patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And you're looking for dental benefits?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient doesn't have a dental plan with us. They only have a medical.
[CUSTOMER][NEUTRAL] OK. One second, please spell out your name.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] Call reference number?
[AGENT][NEUTRAL] My name with today's date?
[CUSTOMER][NEUTRAL] [PII] 06192025, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Sir, it's 184. OK, thank you for helping me, sir. Have a great day. Bye-bye. Take care.