AccountId: 011433970860
ContactId: 47ae5a72-775d-4d3f-bcd6-44dca92aa4dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122760 ms
Total Talk Time (AGENT): 34410 ms
Total Talk Time (CUSTOMER): 45088 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/47ae5a72-775d-4d3f-bcd6-44dca92aa4dd_20250502T15:53_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I was calling to see if the dentist office that I go to is gonna be in network or not.
[AGENT][NEUTRAL] OK. Do you have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh, let me pull that out, sorry.
[CUSTOMER][NEUTRAL] Policy number. OK. 02610835.
[AGENT][NEUTRAL] OK. And can I verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your address and email address.
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][POSITIVE] OK, thank you so much. And then lastly, just a good callback number, Ms. [PII].
[CUSTOMER][NEUTRAL] Um, the [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, let's see. So it looks like.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] For your policy Carrington is the PPO network. Um, we don't actually have a list here, but I'm happy to transfer you over to them and then they can look and see who's close to you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, that's fine with me.
[AGENT][POSITIVE] OK, let me uh get that number and I'll get you transferred over.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, give me one moment, hold on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for calling Carrington.