AccountId: 011433970860
ContactId: 9956d5e8-7198-42a7-8163-3f8ed5cb2647
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108010 ms
Total Talk Time (AGENT): 21790 ms
Total Talk Time (CUSTOMER): 42887 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/9956d5e8-7198-42a7-8163-3f8ed5cb2647_20250624T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Hello? uh, yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I'm calling from Doctor [PII] Hart's office. I'm trying to verify dental benefits.
[AGENT][POSITIVE] OK, I can help you with dental benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and the number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Thank you. I'm sorry, the ID number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Um, 02554844.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] Uh, it looks like his policy terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, that's what I needed to know.
[CUSTOMER][POSITIVE] Alright thank you so much I appreciate your help.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye bye.