AccountId: 011433970860
ContactId: 407d4c73-e11e-4920-84a8-8c2e546aa66c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152770 ms
Total Talk Time (AGENT): 59759 ms
Total Talk Time (CUSTOMER): 57128 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/407d4c73-e11e-4920-84a8-8c2e546aa66c_20250430T14:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I just need to get a benefit back back for a patient.
[AGENT][NEUTRAL] I'm sorry, is this for medical?
[CUSTOMER][NEUTRAL] No, this is for dental.
[AGENT][NEUTRAL] OK. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and the patient's ID number is 02123962.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Our callback number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the date of birth is going to be [PII] and the name is [PII] and I'm gonna spell the last name because I will mispronounce it. It's [PII]
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[AGENT][NEUTRAL] OK, so the dental number will be [PII].
[AGENT][NEUTRAL] And may I have a fax number?
[CUSTOMER][NEUTRAL] Can you repeat that for me?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII]. I will fax this over. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, can you just verify for me verbally that she's active?
[AGENT][NEUTRAL] Yes, policy is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. I'll fax this right over.
[CUSTOMER][POSITIVE] Thank you so much bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.