AccountId: 011433970860
ContactId: ca9c39c1-b6d1-4f83-96b5-2ec5e07168d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 38409 ms
Total Talk Time (AGENT): 6169 ms
Total Talk Time (CUSTOMER): 11569 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/ca9c39c1-b6d1-4f83-96b5-2ec5e07168d7_20250505T13:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just calling to get a patient's dental benefits.
[AGENT][POSITIVE] OK, I can help you with dental benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] Phone number is [PII].
[CUSTOMER][NEUTRAL] Hello?