AccountId: 011433970860
ContactId: 3bbea030-56af-4b7b-a901-6d0ef8ebd532
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84949 ms
Total Talk Time (AGENT): 5330 ms
Total Talk Time (CUSTOMER): 13180 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/3bbea030-56af-4b7b-a901-6d0ef8ebd532_20250414T16:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um yes, I was calling about my um.
[CUSTOMER][NEUTRAL] Dental insurance.
[CUSTOMER][NEUTRAL] And I just wanted to get information on it and find out what I needed to do. I've never used it before.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there information I need to give you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Are you there?