AccountId: 011433970860
ContactId: afa7737c-9c18-4e97-b961-dc69e1fddc14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 25319 ms
Total Talk Time (AGENT): 9513 ms
Total Talk Time (CUSTOMER): 14637 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/2025/01/24/afa7737c-9c18-4e97-b961-dc69e1fddc14_20250124T15:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[AGENT][NEUTRAL] May I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. Happy Friday. I'm calling checking eligibility and dental benefits. My patient actually never heard of this insurance, so I just want to make sure it's something that we accept in our office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, I can help you with eligibility. Can I
[CUSTOMER][NEUTRAL] OK, let me call back the phone's breaking up.