AccountId: 011433970860
ContactId: 31ab67ce-e468-4047-85b3-b7158ca4a3ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132899 ms
Total Talk Time (AGENT): 17817 ms
Total Talk Time (CUSTOMER): 66938 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/31ab67ce-e468-4047-85b3-b7158ca4a3ee_20250225T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hello. This is [PII] and I'm calling from High Point Kids Embraces. I would like to verify the benefits of the patient.
[AGENT][NEUTRAL] May I have your name again?
[CUSTOMER][NEUTRAL] OK. Um, that would be.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] Um, 931-51 says policy slash cert number. I'm not sure if that's the.
[CUSTOMER][NEUTRAL] Number that you require. OK.
[AGENT][NEUTRAL] OK, actually I was asking for your name. What is your name?
[CUSTOMER][NEUTRAL] OK, that would be 512-677.
[CUSTOMER][NEUTRAL] 7443.
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] OK. The patient's name is [PII].
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] I'm so sorry. I'm sorry, what is your name?
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Dental benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][POSITIVE] Oh, OK, right, thank you for that information.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, um, yes, so, you said, you said your name was? I get it the first one.
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] OK, well, thank you, [PII]. um, may I please have a reference number for this call?