AccountId: 011433970860
ContactId: 493c4397-60c4-42cc-b34f-8d4ead048ddf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 37803 ms
Total Talk Time (CUSTOMER): 42522 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/493c4397-60c4-42cc-b34f-8d4ead048ddf_20250305T20:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I am just trying to figure out how to um
[CUSTOMER][NEUTRAL] Find a list of dentists that take this this group voluntary dental through you guys.
[AGENT][NEUTRAL] OK, I can help you with that. Uh, can I get your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, it is 02564654.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your name and date of birth please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you and do you mind verifying your address, email address, and phone number?
[CUSTOMER][NEUTRAL] Uh, home address is [PII]. Email address is [PII]. Phone number is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And you're calling to to find out how to get to a provider um the providers are handled through Carrington.
[AGENT][NEUTRAL] And I can give you their number or I can transfer you to them either way.
[CUSTOMER][POSITIVE] If you could transfer me that'd be great.
[AGENT][NEUTRAL] OK, and is there anything else that I can help you with before I transfer you?
[AGENT][POSITIVE] Alright, well thank you for calling IPO. You have a wonderful day and I'll I'll connect you with um [PII]. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you for calling member services.