AccountId: 011433970860
ContactId: ff425a0a-cb2d-4aa8-b687-3ad57993971c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 48040 ms
Total Talk Time (AGENT): 22049 ms
Total Talk Time (CUSTOMER): 25037 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/ff425a0a-cb2d-4aa8-b687-3ad57993971c_20250410T12:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Rodriguez Orthodontics. Um, we have a patient that have an appointment with us today, and I just need to double check if they have a cover for auto. What was the name of the insurance because she told me that the insurance is Metlife.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is APL American Public Life.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] Uh, that's an insurance company.
[AGENT][NEUTRAL] That's the name of the company that I work.
[CUSTOMER][NEUTRAL] OK, um, that's the number that she gave me. Can we just double check?
[AGENT][NEUTRAL] For that you called.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can help you to check to see if, uh, so you're needing eligibility and to see if the plan, if they have a plan, it has ortho.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Just give me one second.