AccountId: 011433970860
ContactId: 35bda43c-ece2-419a-aef3-e3bdf04071a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71919 ms
Total Talk Time (AGENT): 17196 ms
Total Talk Time (CUSTOMER): 50709 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/35bda43c-ece2-419a-aef3-e3bdf04071a2_20250303T13:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, good morning, Ms. [PII]. My name is [PII]. Um, I am taking, hello, can you hear me?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes, so
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] Hold on one sec. Hey.
[CUSTOMER][NEUTRAL] Hey, Ms. [PII]. All right.
[AGENT][NEUTRAL] OK, for some reason it was playing like through the computer, not the headphones, so I, I couldn't hear you. Sorry, but I can hear you now.
[CUSTOMER][POSITIVE] Hey, good morning.
[AGENT][NEUTRAL] Hey, how you doing? sorry.
[CUSTOMER][POSITIVE] I'm doing well, thank you. I am um
[CUSTOMER][NEUTRAL] I am taking my son and my wife to their first dental appointment, uh, using our insurance.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I had to fill out a new patient form for him online, and it was asking me for like the policy number and the insurance name and to be honest, I couldn't remember cause I just barely used it, you know. So I'm calling so I can write this down for my records and then, um, I don't know if it's something that you all send to me for a few.