AccountId: 011433970860
ContactId: 4b227a2c-9267-4d58-9d1b-3a91a8b2cb52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87180 ms
Total Talk Time (AGENT): 18280 ms
Total Talk Time (CUSTOMER): 29648 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/4b227a2c-9267-4d58-9d1b-3a91a8b2cb52_20250505T14:15_UTC.wav
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[CUSTOMER][POSITIVE] Oh, that's funny.
[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm calling because I have a question.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to find out exactly what my insurance covers and how much because I'm at the dentist and I'm just trying to see what I need or how much I should be paying.
[AGENT][NEUTRAL] OK, we're needing to check your benefits, um, uh, you said you're where? I'm sorry.
[CUSTOMER][POSITIVE] Yeah, that's what I just, that's what I need.
[AGENT][NEUTRAL] OK, to check your policy's benefits, um, what was your name please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was [PII]. I'm sorry, it's a little bit difficult to hear you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And then [PII], can I get a good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you what?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK I think.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.