AccountId: 011433970860
ContactId: 8315705f-8299-4388-8d32-5033b11125a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 40680 ms
Total Talk Time (AGENT): 20660 ms
Total Talk Time (CUSTOMER): 13997 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/8315705f-8299-4388-8d32-5033b11125a4_20250417T18:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was, I work, um, here at Mahari Dental Center in [PII]. I was just wanting to know if I could have a patient's benefits faxed over to our office.
[AGENT][NEUTRAL] Is it for dental?
[CUSTOMER][NEUTRAL] Uh huh how you download center, huh?
[AGENT][NEUTRAL] OK, sure, yes. If it's for dental, I can go ahead and fax you a breakdown. And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes. Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, yes, I can hear you hear me? Can you hear me?