AccountId: 011433970860
ContactId: 19d36834-64ab-4b43-99c8-c05573b92fa8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93750 ms
Total Talk Time (AGENT): 22456 ms
Total Talk Time (CUSTOMER): 27447 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/19d36834-64ab-4b43-99c8-c05573b92fa8_20250318T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the office of Doctor [PII]. I'm calling to verify dental benefits for a patient, please.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 1178717
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And I'm pulling the information up for you now.
[AGENT][NEUTRAL] It is showing that the member is no longer active. The term date is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you for your assistance have a wonderful day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII]. Have a great day as well.
[CUSTOMER][NEUTRAL] Mhm mhm you too bye bye.
[AGENT][NEUTRAL] Bye.