AccountId: 011433970860
ContactId: 61334734-0fc8-4f98-9961-068b002c4bad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106709 ms
Total Talk Time (AGENT): 15358 ms
Total Talk Time (CUSTOMER): 27022 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/61334734-0fc8-4f98-9961-068b002c4bad_20241231T13:13_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. My name is [PII] with Aspen Dental, and I was just needing a breakdown of benefits faxed over.
[AGENT][NEUTRAL] I can barely hear you.
[CUSTOMER][NEUTRAL] I was just needing a eligibility and benefit breakdown sent over for a patient.
[AGENT][NEUTRAL] OK, and do you have me on speaker?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. And what's your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02546491.
[AGENT][POSITIVE] Thank you and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I can barely hear you. Give me one second.
[CUSTOMER][NEUTRAL] Eligibility
[CUSTOMER][NEUTRAL] Yeah