AccountId: 011433970860
ContactId: 2ee679cf-55b4-4d02-8f31-76c6527f8b81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 44759 ms
Total Talk Time (AGENT): 15870 ms
Total Talk Time (CUSTOMER): 21749 ms
Interruptions: 0
Overall Sentiment: AGENT=3.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/2ee679cf-55b4-4d02-8f31-76c6527f8b81_20250224T21:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], I'm just trying to get some information. Um, I actually, I got the dental with you guys, but I'm trying to figure out is the dental and the um the vision card the same card I can use.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, um, APL doesn't provide vision, so the dental would be by itself.
[CUSTOMER][POSITIVE] OK, oh man, I gotta figure out what it then. OK, I appreciate it.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's actually it.
[AGENT][POSITIVE] All right. Well, thanks for calling APL. I hope you have a good day.
[AGENT][POSITIVE] Thank you. Bye-bye.