AccountId: 011433970860
ContactId: 69443743-93a2-4f86-805d-8d20fc8e7e25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109360 ms
Total Talk Time (AGENT): 14818 ms
Total Talk Time (CUSTOMER): 27479 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/69443743-93a2-4f86-805d-8d20fc8e7e25_20250103T17:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and I'm calling from a provider's office, Doctor [PII]'s office, calling to verify eligibility and get a complete breakdown of dental benefits on a patient.
[AGENT][NEUTRAL] OK. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, uh, phone number is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, the policy number is.
[CUSTOMER][NEUTRAL] 02544418.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.