AccountId: 011433970860
ContactId: 34333496-d159-42db-a63b-a6485f2bdedc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132830 ms
Total Talk Time (AGENT): 52277 ms
Total Talk Time (CUSTOMER): 37406 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/34333496-d159-42db-a63b-a6485f2bdedc_20250401T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I am trying to figure out what some dentists are in my network with my insurance. Can you help me?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, sure. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] OK, I got my card out. Just let me know when you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, 026063993.
[AGENT][NEUTRAL] OK. And what was your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. I just need to verify a few other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly, your phone number.
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, so Carrington is the network, um, let me get that information for you.
[AGENT][NEUTRAL] We don't require that you use it, but you will get a discount if you utilize that network, so.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and their number and this they can help you find an in-network provider um their number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. I appreciate your help.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.