AccountId: 011433970860
ContactId: 7bbe16f3-efd6-4023-b002-b5eda5aa20c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96129 ms
Total Talk Time (AGENT): 26419 ms
Total Talk Time (CUSTOMER): 31450 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/7bbe16f3-efd6-4023-b002-b5eda5aa20c8_20250121T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am. I am calling um to see um about getting a patient's dental benefits.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII] and my um number is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Sure it is 02465235.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And I'm pulling the information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for this member.
[AGENT][NEUTRAL] It looks like that they're no longer active. The term date is [PII].
[CUSTOMER][POSITIVE] OK, that is what I need to know, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye.
[CUSTOMER][NEUTRAL] Bye bye.