AccountId: 011433970860
ContactId: 94434bdd-27a3-4d7f-b404-cc7dd91ecd1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96940 ms
Total Talk Time (AGENT): 30182 ms
Total Talk Time (CUSTOMER): 27239 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/94434bdd-27a3-4d7f-b404-cc7dd91ecd1c_20250401T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Yeah, I'm trying to find dental benefits for a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] 01615679
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Sorry, [PII]?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling in for benefits for this member?
[CUSTOMER][POSITIVE] Yes please, dental benefits.
[AGENT][NEUTRAL] OK. Now, would you like a fax back?
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] OK, may I please have the fax number?
[CUSTOMER][NEUTRAL] 402.
[CUSTOMER][NEUTRAL] 800.
[CUSTOMER][NEUTRAL] 354 7.
[AGENT][NEUTRAL] OK, and I will get that fax submitted over to you. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, that will be all.
[AGENT][POSITIVE] Well I do wanna thank you so much for calling American Public Life Group. You have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you.