AccountId: 011433970860
ContactId: fe17d1c3-ba67-4aeb-ad11-0faaa48a7d34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234470 ms
Total Talk Time (AGENT): 55509 ms
Total Talk Time (CUSTOMER): 40747 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/fe17d1c3-ba67-4aeb-ad11-0faaa48a7d34_20250128T14:55_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] Hey [PII], this is [PII] from Saint George Dental Care. I'm calling to, uh, verify benefits for our patients.
[AGENT][NEUTRAL] OK, can help to help you with that here. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Alright, let me see here.
[CUSTOMER][NEUTRAL] I have 021-61225.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and uh you did say you were calling for benefits. Would you like a fact back of the benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get that.
[AGENT][NEUTRAL] Hold one moment.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No words uh
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, thank you, [PII]. I apologize for the wait. Thank you for holding uh and now would I be sending this to your attention?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, any, yeah, that's fine. Any or you don't have to attention it to anyone. We all get it.
[AGENT][NEUTRAL] OK, and what would that fax number be?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I have [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, it is on its way. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, sir, you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too uh huh bye bye.