AccountId: 011433970860
ContactId: e5a6ffba-afc1-4091-b5af-4aa00a990ab3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 45029 ms
Total Talk Time (AGENT): 12239 ms
Total Talk Time (CUSTOMER): 24019 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/e5a6ffba-afc1-4091-b5af-4aa00a990ab3_20250605T18:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] Yeah. Um, I was calling, uh, with my, with my job.
[CUSTOMER][POSITIVE] They offer the, the benefits in the car.
[CUSTOMER][NEUTRAL] And I just called a guy off the 800 number off the packet, and he gave me the number to y'all cause I had a question about the dental.
[CUSTOMER][NEUTRAL] The dental insurance and I was wondering, does the dental insurance cover braces?
[AGENT][NEUTRAL] Uh, no, none of our policies cover any orthodontics.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh yes sir, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bye.