AccountId: 011433970860
ContactId: 730fa369-0723-49cf-b3f4-05ef7bcffb02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 53740 ms
Total Talk Time (AGENT): 18751 ms
Total Talk Time (CUSTOMER): 26001 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/730fa369-0723-49cf-b3f4-05ef7bcffb02_20250326T19:02_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I have a claim that I need to file. Uh, is this storm out?
[CUSTOMER][NEUTRAL] Dental
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] No, ma'am, this is American Public Life Dental.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Because I had asked my HR and they gave me this number and I didn't think you said storm out.
[AGENT][NEUTRAL] OK. Well, I could see if you're in our system. One moment, please. Let me get to that screen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] I'm sorry, I am looking at the wrong thing, just completely ignore me.
[AGENT][POSITIVE] OK. Well, I thank you for calling ATL. You have a great rest of your day, ma'am.
[CUSTOMER][POSITIVE] OK thank you you too bye bye.
[AGENT][NEUTRAL] Mhm. Bye.