AccountId: 011433970860
ContactId: 58b2644e-476e-4d11-9d6a-fd23d6a842c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75099 ms
Total Talk Time (AGENT): 42838 ms
Total Talk Time (CUSTOMER): 31640 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/58b2644e-476e-4d11-9d6a-fd23d6a842c9_20250310T21:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good or evening. Um, I'm just calling to see um which dentist accepts this type of insurance in my area.
[AGENT][NEUTRAL] OK. Um, do you have your
[CUSTOMER][NEUTRAL] Um, I'm I'm station.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Can I have your policy number?
[CUSTOMER][NEUTRAL] What's she calling from?
[CUSTOMER][NEUTRAL] I'm sorry, I'm making a call for my fiance. He can't really talk right now. Um.
[AGENT][NEUTRAL] OK, I will tell you the way our dental set up it's for that you can use it anywhere that um the provider will accept it. All you have to do is give them the ID card um with the policy number and our phone number on it and they can call and verify our benefits so there's no set or arranged dental.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Anything else we can help you with?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] OK, well thank you for calling the APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][POSITIVE] Thank you