AccountId: 011433970860
ContactId: fee84890-5862-4d97-af44-ccefbe606358
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 41900 ms
Total Talk Time (AGENT): 15978 ms
Total Talk Time (CUSTOMER): 23272 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/fee84890-5862-4d97-af44-ccefbe606358_20250116T16:44_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, I'm calling from a dental office and I am just trying to see where I need to go to get some benefit information for a patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Just [PII]
[AGENT][NEUTRAL] All right. Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 0