AccountId: 011433970860
ContactId: 6d8a7abf-858d-4e4e-acad-aac2f3f68301
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 23100 ms
Total Talk Time (AGENT): 7061 ms
Total Talk Time (CUSTOMER): 12771 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/6d8a7abf-858d-4e4e-acad-aac2f3f68301_20250124T21:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a dental provider office. Um, I would like to ask you a couple of questions regarding patients eligibility. Can you please help me with that?
[AGENT][NEUTRAL] Sure, what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, uh, first of all, uh.