AccountId: 011433970860
ContactId: 20d35a35-f43b-41b3-b3ff-0755e3d16a49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191050 ms
Total Talk Time (AGENT): 64508 ms
Total Talk Time (CUSTOMER): 30220 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/20d35a35-f43b-41b3-b3ff-0755e3d16a49_20250219T14:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I was checking dental eligibility.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for that [PII], and what is the uh policy number you're calling on?
[CUSTOMER][NEUTRAL] 612129
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for verifying her account and you call for eligibility. I do show the policy has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, just is there any way you can send a fax of the benefits? OK.
[AGENT][NEUTRAL] Yes ma'am, I can. Do you mind holding one moment? I'll get that uh pulled up and get your fax number. Hold one moment.
[CUSTOMER][NEUTRAL] It's time.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So at dental OK to looks like.
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][NEGATIVE] Oh my gosh, come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, [PII], thank you so much for holding. I apologize for the wait. Uh, I am ready for that fax number.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, it is on its way. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That would be it.
[AGENT][POSITIVE] You have a wonderful day. Thank you for calling American Public Life.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.