AccountId: 011433970860
ContactId: 892391ca-62f0-435e-8162-9231ef33c0e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115290 ms
Total Talk Time (AGENT): 16888 ms
Total Talk Time (CUSTOMER): 22968 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/892391ca-62f0-435e-8162-9231ef33c0e9_20250409T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Hello [PII]. This is [PII]. I'm calling for dental office looking for benefits.
[AGENT][NEUTRAL] I'm so sorry, uh, it's a little bit difficult to hear you, and the microphone sounds a bit muffled. Uh, could you repeat that, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], uh, what can we help you with today?
[CUSTOMER][NEUTRAL] I'm calling for dental benefits.
[AGENT][NEUTRAL] OK, we're needing, uh, you said dental benefits?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.