AccountId: 011433970860
ContactId: 23c0c46e-6f99-45fa-a22b-3ddf0806e599
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52959 ms
Total Talk Time (AGENT): 17477 ms
Total Talk Time (CUSTOMER): 32619 ms
Interruptions: 1
Overall Sentiment: AGENT=4.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/23c0c46e-6f99-45fa-a22b-3ddf0806e599_20250320T16:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I'm here working at the Department of Transportation Development in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was wondering, is this just um the American Public Life, is this just insurance for dental or do y'all also provide dental services?
[AGENT][NEUTRAL] So it's the insurance.
[CUSTOMER][NEUTRAL] OK, so under this title American Public Life, there's no dental services, only insurance, right? OK, thank you. Uh-huh, thank you.
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] That's correct. My pleasure. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Not at the time, but thank you.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too, ma'am.
[AGENT][POSITIVE] Thank you. Bye-bye.