AccountId: 011433970860
ContactId: 92f6d8f8-847e-46a8-adfc-02aed71c6ea1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52540 ms
Total Talk Time (AGENT): 24279 ms
Total Talk Time (CUSTOMER): 19287 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/92f6d8f8-847e-46a8-adfc-02aed71c6ea1_20250514T15:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I, um, I work for Bennet. I just had a couple of questions about the benefit, dental.
[AGENT][NEUTRAL] OK, you're calling about your own personal policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, do you have your policy number? Let's start there.
[CUSTOMER][NEUTRAL] Um, hold on, I don't think I have a house yet. I called [PII] and they gave me this number to call.
[AGENT][NEUTRAL] You called who?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, OK, if you don't have, if you don't have a policy with us yet, you'll need to speak with your HR department. We wouldn't be able to give you any benefits as far as policies that we have if you don't already have one with us.
[CUSTOMER][NEUTRAL] They.
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][POSITIVE] You're welcome.