AccountId: 011433970860
ContactId: 4e590d62-5f4d-4a64-b6e5-f0b5063e69ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51619 ms
Total Talk Time (AGENT): 19747 ms
Total Talk Time (CUSTOMER): 18990 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/4e590d62-5f4d-4a64-b6e5-f0b5063e69ce_20250403T13:31_UTC.wav
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[AGENT][NEUTRAL] Calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I was just calling to get a breakdown on my patient's dental benefits.
[AGENT][POSITIVE] I'll be happy to assist with benefits today. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And just if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02546650
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm actually showing her policy lapsed on [PII].
[CUSTOMER][POSITIVE] Alrighty thank you so much that's all I needed.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.