AccountId: 011433970860
ContactId: 0704a1c6-a5af-4ce0-8cca-2d916bfa098c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119339 ms
Total Talk Time (AGENT): 39009 ms
Total Talk Time (CUSTOMER): 65428 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/0704a1c6-a5af-4ce0-8cca-2d916bfa098c_20250320T15:40_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah [PII], I was trying to get the number to contact Carrington Medical dental so I could find out about who is in their network, what dentist is in their network where I live. Could you give me that telephone number?
[AGENT][POSITIVE] Yes, ma'am. I can give it to you. Do you have a callback number I can get?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] My number you can call me back at right now is [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] OK, 02310962.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Miss [PII].
[AGENT][NEUTRAL] And you're just wanting Carrington's phone number. I can give you that.
[CUSTOMER][NEUTRAL] Well I need to I need yeah I need to contact them to find out if the dentist I just used is in their network.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 290.
[CUSTOMER][NEUTRAL] 290, uh huh.
[AGENT][NEUTRAL] 050523.
[CUSTOMER][NEUTRAL] 05
[CUSTOMER][POSITIVE] 0523. OK, thank you very much appreciate it bye bye.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is there anything else I thank you, Ms. [PII] for calling.
[CUSTOMER][NEUTRAL] Nope, that was it. Bye bye.
[AGENT][POSITIVE] And thank you for calling APO Miss [PII].