AccountId: 011433970860
ContactId: 2d3ad856-4607-4be2-93dc-890a254b68ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75839 ms
Total Talk Time (AGENT): 11840 ms
Total Talk Time (CUSTOMER): 24410 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/2d3ad856-4607-4be2-93dc-890a254b68ec_20250428T22:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I was calling, uh, I have an account with you guys already.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, but for some reason I never received my, uh, none of the, uh, information or package or nothing. I was trying to see if you could tell me like, uh, what, uh, dentist's office I can, I can go to that, uh, the company covers.
[AGENT][NEUTRAL] OK, so you're just needing to find a provider, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, we can get your policy pulled up and take a look at that, um, and I can also look and see if I.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Are you there?