AccountId: 011433970860
ContactId: 98bbdf05-de12-495e-b086-e4386b578e3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 26139 ms
Total Talk Time (AGENT): 12799 ms
Total Talk Time (CUSTOMER): 12639 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/2025/05/01/98bbdf05-de12-495e-b086-e4386b578e3f_20250501T14:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I'm calling from San&T Dental Care. I was calling to get eligibility and benefits um for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. Uh, may I please get your callback number, Ms. [PII], just in case the call is disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So it's [PII]
[CUSTOMER][NEUTRAL] Yes it's [PII].