AccountId: 011433970860
ContactId: 43fbb208-fb8d-4eb0-939e-7f5cbcb2dff8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98569 ms
Total Talk Time (AGENT): 40451 ms
Total Talk Time (CUSTOMER): 45694 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/43fbb208-fb8d-4eb0-939e-7f5cbcb2dff8_20250516T18:02_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Urgent Dental care. How are you?
[AGENT][POSITIVE] I'm doing well. How are you, [PII]?
[CUSTOMER][POSITIVE] I'm good thank you I am calling to get your um carrier number.
[AGENT][NEUTRAL] Carry, what do you mean?
[CUSTOMER][NEUTRAL] So I can put you in our.
[CUSTOMER][NEUTRAL] So I could put you in our system um.
[CUSTOMER][NEUTRAL] How do I want to describe that?
[AGENT][NEUTRAL] Like for electronic payments?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, it's 60801.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And do I have the correct address of um [PII] or yes [PII], what is it [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, that's the old claims mailing address. Um, let me know when you're ready. I can give you the new one though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Please and thank you, go ahead.
[AGENT][NEUTRAL] You're welcome. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], oh hold on [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] I'm all set that's what I needed I appreciate everything.
[AGENT][POSITIVE] Alright well thanks
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.