AccountId: 011433970860
ContactId: c720169b-4d3b-4f4d-9269-742ca076c439
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129369 ms
Total Talk Time (AGENT): 39440 ms
Total Talk Time (CUSTOMER): 51979 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/c720169b-4d3b-4f4d-9269-742ca076c439_20250228T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Vicksburg Family Dental. I was trying to locate some dental benefits for a patient.
[AGENT][NEUTRAL] And you said your name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, that's good, thank you.
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Um, so he, all, all I have is a social and the date of birth. Is there a way to pull it with us?
[AGENT][NEUTRAL] May I have the social please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And may I have the member's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] it's [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] I'm not finding a member with that social.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, could you, and it's [PII] for the last name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] And may I have the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that number's not in our system.
[CUSTOMER][POSITIVE] OK, well thank you for your help.
[AGENT][POSITIVE] You're welcome, and I do want to thank you so much for calling American Public Life, [PII]. You have a great day.
[CUSTOMER][POSITIVE] Yes ma'am you as well.
[AGENT][POSITIVE] Thank you bye.