AccountId: 011433970860
ContactId: a1a1fc80-72fe-4d31-8364-f5e92199a061
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71540 ms
Total Talk Time (AGENT): 19453 ms
Total Talk Time (CUSTOMER): 47809 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/a1a1fc80-72fe-4d31-8364-f5e92199a061_20250217T18:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I have got a provider who's calling um to look for.
[CUSTOMER][NEUTRAL] Um, his benefits for his dental.
[CUSTOMER][NEUTRAL] Policy number is 02581028. He's actually looking for eligibility.
[AGENT][NEUTRAL] OK. I can help him. Do you have the name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, of the person calling, I believe his name is [PII], he talks really, really fast.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you can send him over.
[CUSTOMER][POSITIVE] All right, thank you. Mm bye.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for calling American Public Life.
[CUSTOMER][NEUTRAL] Good morning. This is [PII], and I'm calling. Good morning. This is [PII], and I'm calling you on behalf of a dental office. On this recorded line. I would like you to help me with the patient eligibility and benefits. But before that, may I have your name and your last name initial, ma'am?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name is, uh, [PII].