AccountId: 011433970860
ContactId: 20ab9ed0-900a-4787-a272-bac921e976a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155139 ms
Total Talk Time (AGENT): 53210 ms
Total Talk Time (CUSTOMER): 38723 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/20ab9ed0-900a-4787-a272-bac921e976a0_20250204T15:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I'm just trying to find a dentist uh covered under my insurance.
[AGENT][NEUTRAL] OK, you're trying to find some, a dentist to take your insurance?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII], and the number is [PII].
[AGENT][NEUTRAL] And may I have your policy number?
[CUSTOMER][NEUTRAL] Is 0258.
[CUSTOMER][NEUTRAL] 8077
[AGENT][NEUTRAL] And could you verify your date of birth with me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], I do need to verify your mailing address, email address that's listed on file.
[CUSTOMER][NEUTRAL] It is [PII] and the email is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And I'm pulling up the information for you to verify the provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So on here it says that you can visit [PII] to access the online provider search or you can also call [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, awesome thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, you said the website was [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.