AccountId: 011433970860
ContactId: 3511a606-4eef-43a2-b946-aedc6f297d40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178509 ms
Total Talk Time (AGENT): 25699 ms
Total Talk Time (CUSTOMER): 40722 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/3511a606-4eef-43a2-b946-aedc6f297d40_20250506T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I have a policy number. I just wanted to know if there's a list of providers for root canal doctors.
[AGENT][NEUTRAL] You're looking for a dental provider?
[CUSTOMER][NEUTRAL] Yeah, yep.
[AGENT][NEUTRAL] OK, so I can help you out with that. Uh, we also, there's a list on our website, um, but I can get your policy pulled up just to verify, um, yeah, I can go ahead and give you that when you're ready, that website.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, I think I'm just calling from this explanation of benefits we got, so it's I think is it is it just [PII]?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] That's right, yes ma'am. And then, um, what was your name? I'll go ahead and get your policy pulled up and we'll take a look.
[CUSTOMER][NEUTRAL] My name, it's actually my boyfriend. It's his policy. He, he's here with me, but his policy is 00753470.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm jumping online too.
[CUSTOMER][NEUTRAL] His name's [PII].
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello?