AccountId: 011433970860
ContactId: 2b0a2acf-2c24-497c-b440-9e747fb5fc34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75739 ms
Total Talk Time (AGENT): 43199 ms
Total Talk Time (CUSTOMER): 33562 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/2b0a2acf-2c24-497c-b440-9e747fb5fc34_20250613T21:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Yes, I called earlier and the lady was trying to help me out with my thing and unfortunately I lost signal and she. I just couldn't get, get back with me, um.
[CUSTOMER][NEUTRAL] So, I was calling about my dental insurance, um, my dental office, and they called in a claim, um.
[CUSTOMER][NEUTRAL] They want pre-approval or whatever.
[CUSTOMER][NEGATIVE] You did I lose you
[AGENT][NEUTRAL] No, I'm still here. You were speaking to me and I'm just working on this with my supervisor. She's gonna go ahead and call you back. I'm sending this request, uh, right now, um, yeah, because she will have to call you back too. Yeah, I did, um, spoke to my supervisor about it and she's gonna give you a call back, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, it's fine.
[CUSTOMER][NEUTRAL] OK, you think it'll be today or it'll be Monday?
[AGENT][NEUTRAL] It will be Monday. Um, the supervisors usually leave early, yeah. It's gonna be Monday, but I did send a request, so, yeah. Yes, you should be getting a call, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, that's what I was just, that's what I was wondering.
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][POSITIVE] OK, thank you, ma'am. Thank you very much for doing that. I appreciate it.
[AGENT][POSITIVE] You're welcome. No problem, Mr. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You