AccountId: 011433970860
ContactId: c6bea103-5b9e-4ac5-8f70-017454ca505d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78650 ms
Total Talk Time (AGENT): 36089 ms
Total Talk Time (CUSTOMER): 33170 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/c6bea103-5b9e-4ac5-8f70-017454ca505d_20250515T16:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was just needing to get y'alls correct mailing address and payer ID please.
[AGENT][NEUTRAL] OK, um, and what is uh your name?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm with Pearl Dental Group.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number?
[CUSTOMER][NEUTRAL] I'm not looking at a policy number. I'm just trying to clean up my plants that I have in my system.
[AGENT][NEUTRAL] I understand. Um, well, as far as the mailing address, it should be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And for the payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801. Alright, I have [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][POSITIVE] OK thank you I appreciate your help have a good one bye bye.
[AGENT][POSITIVE] Alright, you're welcome. You too, Miss [PII]. Thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Bye bye.