AccountId: 011433970860
ContactId: 33a979c7-1420-448c-8a38-7e0986cfdc14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123599 ms
Total Talk Time (AGENT): 20156 ms
Total Talk Time (CUSTOMER): 37252 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/33a979c7-1420-448c-8a38-7e0986cfdc14_20250114T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] in um the Spanish Q. I have a provider calling on a dental policy. Um, policy number is 143.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7182.
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] She's asking me if this um if this policy would be considered PPO and I'm thinking it's not but I'm not I really honestly don't know.
[AGENT][NEUTRAL] Yeah, I'm fairly new to dental too. I don't believe that it's PPO either, cause I think we work with our providers.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, so she has a couple more questions. Can I get her on the line and I'll just um translate?
[AGENT][NEUTRAL] OK, yeah, I'll see if I can, how far I can go.
[CUSTOMER][NEUTRAL] Yeah we're both on the same boat.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Mhm. I'm here.
[CUSTOMER][POSITIVE] OK, I, I got it. I think I got it thank you.
[AGENT][POSITIVE] Oh, no problem, [PII]. You have a good one. Bye.
[CUSTOMER][POSITIVE] Have a good day. Bye.