AccountId: 011433970860
ContactId: a2b750af-05de-440c-8122-6ea27fcdaebf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153300 ms
Total Talk Time (AGENT): 15510 ms
Total Talk Time (CUSTOMER): 42800 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/a2b750af-05de-440c-8122-6ea27fcdaebf_20250501T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, hi. My name is [PII]. I need dental benefits.
[AGENT][NEUTRAL] We needed to check benefits?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] I'm sorry, you said we needed to check benefits?
[CUSTOMER][NEUTRAL] Mm yeah, I just need a full breakdown.
[AGENT][POSITIVE] OK, I can check benefits for you, um, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, sure, ma'am. Just give me one moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] do that.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah