AccountId: 011433970860
ContactId: d16facda-6948-4002-85d3-a2d2ce0b2895
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84250 ms
Total Talk Time (AGENT): 40383 ms
Total Talk Time (CUSTOMER): 25320 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/d16facda-6948-4002-85d3-a2d2ce0b2895_20250319T15:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. I am calling to identify a patient's dental plan.
[AGENT][NEUTRAL] OK, could I get a callback number for you?
[CUSTOMER][NEUTRAL] Of course it is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It is 02506698.
[AGENT][NEUTRAL] OK, so it looks like this policy is administered by a
[AGENT][NEUTRAL] Different administrator.
[AGENT][NEUTRAL] Uh, it looks like it's administered by Web TTA. Uh, I can give you their number and transfer you over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the number?
[AGENT][NEUTRAL] Uh, their direct number is [PII].
[CUSTOMER][NEUTRAL] OK, alrighty, can you transfer me please?
[AGENT][POSITIVE] And would you like me to transfer OK hold one moment. You have a wonderful day, [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Bye bye.