AccountId: 011433970860
ContactId: 73a5431d-a2d9-4ff5-943c-c8e5a1d74ae8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184050 ms
Total Talk Time (AGENT): 81632 ms
Total Talk Time (CUSTOMER): 46397 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/73a5431d-a2d9-4ff5-943c-c8e5a1d74ae8_20250206T22:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was trying to find, uh, I just started. I need to find a provider for the insurance.
[AGENT][POSITIVE] OK. Do you have your policy number? I'm happy to take a look.
[CUSTOMER][NEUTRAL] Yes ma'am it's 02592958.
[AGENT][POSITIVE] All right. Thank you so much. Let me pull that up here. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] My name is [PII]. My birthday is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and then I just need to verify the address we should have on file.
[CUSTOMER][NEUTRAL] Can I call [PII].
[AGENT][POSITIVE] All right, thank you so much. So are you looking for just a general dentist in your area?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, so it looks like the closest one that comes up in your area, it looks like there's an Aspen dental in [PII].
[CUSTOMER][NEUTRAL] OK, that's not it's like [PII].
[AGENT][NEUTRAL] Yeah, that looks like the closest that's coming up. I can give you a phone number for them if you'd like.
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Their phone number is [PII].
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's the closest with multiple providers at that one office. Uh, the next one that comes up available is in [PII]. It's not even showing [PII] address.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That the, the [PII] one will be fine. That'll be fine.
[AGENT][POSITIVE] OK, give that one a go.
[CUSTOMER][POSITIVE] That'll be be just fine. I'll be what's exactly what I need.
[AGENT][POSITIVE] OK, great. Thank you for calling APL.
[CUSTOMER][POSITIVE] Uh, I appreciate your time. Yes, ma'am. I, I appreciate your time. Yes, you have a good day.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] You too, bye bye.