AccountId: 011433970860
ContactId: ef51439c-ede4-4b28-9a73-80c4e0bf941d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84930 ms
Total Talk Time (AGENT): 28559 ms
Total Talk Time (CUSTOMER): 37935 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/ef51439c-ede4-4b28-9a73-80c4e0bf941d_20241231T17:54_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] Yes, I was calling to see if I could get a breakdown of dental benefits for a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Yes, policy number is 02572952.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] Thank you and would you like a fax back to be submitted in regards to the member's benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, may I have a fax number please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, I will get that request submitted over to you. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am that's all.
[AGENT][POSITIVE] Well I do wanna thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you bye.