AccountId: 011433970860
ContactId: 4a1e7f08-cc48-4c0e-9347-cac61ec2bb89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385399 ms
Total Talk Time (AGENT): 156548 ms
Total Talk Time (CUSTOMER): 108926 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/4a1e7f08-cc48-4c0e-9347-cac61ec2bb89_20250428T22:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I was calling. I have a uh account with you guys. Uh, however, I've never received my packet, so and I'm trying to figure out.
[CUSTOMER][NEUTRAL] What, uh, dental office I can go to uh.
[CUSTOMER][NEUTRAL] With you guys.
[AGENT][POSITIVE] OK. Happy to help with that. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, let's see here. I don't know, I don't have it.
[AGENT][NEUTRAL] OK, I can look you up by name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, I can give you my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you so much. Give me just a moment here, let me do the search.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is your first and last name?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Thank you. And then I'll need to verify, please, your date of birth and address.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you. And then your physical address?
[CUSTOMER][NEUTRAL] Uh, my address is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the zip is [PII].
[AGENT][NEUTRAL] It looks like we have one in [PII]. Is that an old address?
[CUSTOMER][NEUTRAL] Oh yeah, after the, yeah, you have the [PII].
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] OK. Oh, so that's what happened. I, I never changed the address.
[AGENT][NEUTRAL] Yeah, we can change that. What's the current address again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh [PII], that's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, and then that's gonna be [PII]
[CUSTOMER][NEUTRAL] That's uh [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the zip is [PII].
[AGENT][NEUTRAL] [PII]. OK. I will update this now if you want, um, you have a Yahoo address on file if that's still a good email for you? I can email you a card so you have it immediately, um, for use, and then we can also send you one in the mail if you would like.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Are you looking for just a general dentist in your area?
[CUSTOMER][NEUTRAL] Uh, yes, yes, ma'am, I am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you want I can give you the website where you can go and search or I can just give you a few off of that list that are in that area, whatever works best for you.
[CUSTOMER][POSITIVE] Yeah, if you could give me a a few that's in the area that would work.
[AGENT][NEUTRAL] Yeah, not a problem. Um, so the first one that comes up.
[AGENT][NEUTRAL] Is Savannah Lakes Family Dentistry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And their phone number is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the next one that comes up is Roshan Family Dental.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] The next one that comes up if you'd like another is Roshanun Smiles LLC.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And their number
[AGENT][NEUTRAL] Their phone number is going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, alright, yeah, out of those three I should be able to find one.
[AGENT][NEUTRAL] Yeah, you should definitely and then if you need to search again for another, you know, you can always go to our website which is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and you'll be sending me the insurance card on uh through the email and and through the mail.
[AGENT][NEUTRAL] Yeah, so I'll put one in your to your corrected address and then I'll send one to your [PII] address so you have one immediately for your records, uh, so you can go ahead and use that.
[CUSTOMER][POSITIVE] OK, I sure appreciate it.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, not a problem. Anything else I can do for you?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that'll be all. So, and you'll, is the email the [PII].
[AGENT][NEUTRAL] Mhm, that's the one that we have on here. Is that a good one?
[CUSTOMER][POSITIVE] Yes, I, I have multiple, but that one is fine.
[AGENT][NEUTRAL] OK, yeah, that's the one it's gonna be going to, so just give it about 5 minutes and you should see it in your inbox.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good rest of your day.
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][NEUTRAL] Um, bye bye.