AccountId: 011433970860
ContactId: 26b21d5b-e376-453f-a13f-95a50920aafa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71139 ms
Total Talk Time (AGENT): 16569 ms
Total Talk Time (CUSTOMER): 39497 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/26b21d5b-e376-453f-a13f-95a50920aafa_20250421T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII] from the dental office. Um, it is in regards with the benefits?
[AGENT][POSITIVE] OK, [PII], I can help you with benefits. Do you have a good call back number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, that would be [PII].
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is U umbrella, 7291446901.
[AGENT][NEUTRAL] Um, that's not a good policy number. Do you have the last name or social security?
[CUSTOMER][NEUTRAL] I have last name. Just to be sure I dialed the correct number, is it um [PII]?
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][POSITIVE] Oh my [PII], I think I dialed the wrong number. I really do apologize.
[AGENT][POSITIVE] Oh, that's OK. All right. Thank you so much for calling.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] OK. Thank you so much as well for this one. Have a lovely day. Bye-bye.