AccountId: 011433970860
ContactId: 709769c6-9a0d-4aad-9635-e8ba4a666d52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86110 ms
Total Talk Time (AGENT): 25698 ms
Total Talk Time (CUSTOMER): 35902 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/709769c6-9a0d-4aad-9635-e8ba4a666d52_20250206T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is. How may I assist you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, thank you for calling.
[AGENT][NEUTRAL] How may I assist you?
[CUSTOMER][NEUTRAL] I just said one day.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling from a dental provider's office, and I'm trying to get some dental benefits and eligibility for a patient.
[AGENT][NEUTRAL] May I have a callback number please?
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] May I please have the policy number?
[CUSTOMER][NEUTRAL] We have 00948647.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And would you prefer a fax back?
[CUSTOMER][POSITIVE] Yes, if you have it I would.
[AGENT][NEUTRAL] May I please have the fax number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, I will get that fax submitted over to you. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Thank you for calling.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No ma'am, that would be everything thank you for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you.