AccountId: 011433970860
ContactId: b0778279-a6df-4955-9a21-b263140729c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145509 ms
Total Talk Time (AGENT): 21779 ms
Total Talk Time (CUSTOMER): 42889 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/b0778279-a6df-4955-9a21-b263140729c4_20250114T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Li. This is [PII]. How may I assist?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], I am calling from Dual Arc Dental, and I am needing to get the benefits for a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02396579.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, I think he might have I might have spelled his last name incorrectly, but I have, uh, [PII], um, date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you were calling in for benefits, is there a specific benefit you're calling in for?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, is this a PPO plan?
[AGENT][NEUTRAL] This is a contracted plan.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][POSITIVE] Thank you for holding. We'll be with you momentarily.
[CUSTOMER][NEUTRAL] Please continue to hold. Your call is important to us.