AccountId: 011433970860
ContactId: 268468ef-5958-4f7d-99b7-d69f09ee8ee4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58939 ms
Total Talk Time (AGENT): 33031 ms
Total Talk Time (CUSTOMER): 23000 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/268468ef-5958-4f7d-99b7-d69f09ee8ee4_20250623T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], it's [PII] at Premier Dental care.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I spoke to our insurance broker and he said it's post so I changed it on the form. Do you want me to send it over to you again?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, email it to me and I'll, I'll take it that way. Let me give you my email address and I can put it with the client.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] A [PII] out [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Alright, Ms. [PII], I'm gonna send it over.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] And after I sent it, can you just acknowledge that you received it?
[AGENT][POSITIVE] I surely will. All right.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Alright