AccountId: 011433970860
ContactId: 1f51c5f9-e012-49b1-89d1-fd9f83486e8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269200 ms
Total Talk Time (AGENT): 116029 ms
Total Talk Time (CUSTOMER): 111636 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/1f51c5f9-e012-49b1-89d1-fd9f83486e8d_20250408T15:33_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I was looking for, um, provider for dental in this, uh, zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You're looking just for a dental provider in your area. Is that what you're looking for help with?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, no one.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Give me just one second.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Which is for [PII]
[CUSTOMER][NEUTRAL] It's always been here
[CUSTOMER][NEUTRAL] no
[AGENT][NEUTRAL] Are you looking for just a general dentist?
[CUSTOMER][NEUTRAL] At this time, yes, ma'am.
[AGENT][NEUTRAL] OK, uh, would you like me to search by city, state, or I can search by zip code?
[CUSTOMER][NEUTRAL] Zip code, um.
[CUSTOMER][NEUTRAL] Start with [PII]. 0, I'm sorry, the one that I called.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII], OK, so [PII].
[CUSTOMER][NEGATIVE] Not available.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Where
[AGENT][NEUTRAL] Hmm.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK. So, the first place that comes up says um the provider's name is Hopperson. It says Dallas County Health Center, a general dentist located at [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] There's
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] What's that real?
[CUSTOMER][NEUTRAL] 3 random strangers.
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] I mean we got
[CUSTOMER][NEUTRAL] Is that rural health?
[CUSTOMER][NEUTRAL] The reason
[AGENT][NEUTRAL] I'm not certain, ma'am. All the information it gives me is just Dallas County Health Center, and then the address and phone number.
[CUSTOMER][NEUTRAL] OK, you can give me that please.
[AGENT][NEUTRAL] So their address is at [PII].
[CUSTOMER][POSITIVE] That's real health. Um, you can give me the next one that shows up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] The next closest one that comes up is Prattville Dental Care, and it's in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll take that one.
[AGENT][NEUTRAL] Looks like they have a couple different providers. They're located at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Their phone number is gonna be [PII].
[CUSTOMER][NEUTRAL] Under our.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] [PII]. OK, I appreciate that.
[AGENT][POSITIVE] Yeah, not a problem. There is also, if you want to take down an Aspen dental in [PII] that does also accept.
[CUSTOMER][NEUTRAL] Oh, OK, I'll take that as well.
[AGENT][NEUTRAL] OK, so Aspen Dental has quite a few providers at that location. They're located at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, [PII] also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And their phone number is gonna be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] are
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright thank you so much for all your good help.
[AGENT][POSITIVE] You're welcome. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] You too bye bye.