AccountId: 011433970860
ContactId: 435f4707-a957-4718-ba38-8368b5235430
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262500 ms
Total Talk Time (AGENT): 79358 ms
Total Talk Time (CUSTOMER): 43815 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/435f4707-a957-4718-ba38-8368b5235430_20250312T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my son just recently got insurance for his daughter, and I want to know, do y'all have any like in-house dentists that y'all work with?
[AGENT][NEUTRAL] Um, usually the easiest way to find a dental provider is from our, our website. There's, you can type in providers and then put in your zip code or city, and it should pull up a list of nearby dentists within the area that you can go to and use your plan at.
[CUSTOMER][NEGATIVE] Yeah that that I, I'm not good at that stuff. Is there any way you can give me one or two of them?
[AGENT][NEUTRAL] Uh, yeah, let's take a look here. Give me just one second, one moment.
[AGENT][NEUTRAL] Are you looking for just a general dentist?
[CUSTOMER][NEUTRAL] Yes, for my granddaughter, she's [PII] old.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is your zip code or the zip code you'd like me to use?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] So the first one that comes up, do you have something you can copy this down with?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So the first one that comes is a general dentist at Augusta Smiles Youth Dentistry.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][POSITIVE] That's just smiles.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Their phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the next one that comes up is going to be Aspen Dental. They have multiple providers at that location.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And their phone number.
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] Go ahead
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got one of them on the street from me.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.