AccountId: 011433970860
ContactId: 16ccea89-f8bc-425a-86c6-d0f125f5c45c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161639 ms
Total Talk Time (AGENT): 23588 ms
Total Talk Time (CUSTOMER): 26772 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/2025/04/04/16ccea89-f8bc-425a-86c6-d0f125f5c45c_20250404T18:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I had, um, went to the dentist this morning.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I use my um my card or whatnot. I, I ain't have no problem with anything, but I was just, they gave me a prescription and I was trying to see does my insurance cover prescriptions.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we can get that pulled up, um, and take a look at those benefits. Um, and just to make sure this was your dentist uh prescribed this to you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, we can take a look at that. um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], can I get um a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?