AccountId: 011433970860
ContactId: ec61b444-e0eb-4b00-a3d2-9a456e045bc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205419 ms
Total Talk Time (AGENT): 25548 ms
Total Talk Time (CUSTOMER): 22258 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/ec61b444-e0eb-4b00-a3d2-9a456e045bc0_20250520T19:39_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], how are you?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][POSITIVE] I was calling to see, I'm good thank you. I was calling to see if um I had to come out of pocket for my X-rays and cleaning, you know, like your routine cleaning and X-rays.
[AGENT][NEUTRAL] Uh, for a dental policy, you mean?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, so we can get that pulled up and take a look at, um, all of that. Typically, with the cleanings are going to be covered. Um, X-rays, uh, that's a bit more hit and miss, especially regarding frequency, like how often you've had them. So we can get that pulled up, uh, and take a look. I'm so sorry. Uh, what did you say? Oh, did you say your name?
[CUSTOMER][NEUTRAL] My name is [PII], but it's under my husband [PII].
[CUSTOMER][NEUTRAL] I'm on, I'm on the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?