AccountId: 011433970860
ContactId: 8a28d162-6f95-416d-bc0c-889464d9d452
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133509 ms
Total Talk Time (AGENT): 67423 ms
Total Talk Time (CUSTOMER): 45906 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/8a28d162-6f95-416d-bc0c-889464d9d452_20250226T18:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. I'm just trying to figure out my husband and I have uh APL for dental and uh I'm just trying to figure out who the dental providers are here in Central [PII].
[AGENT][NEUTRAL] OK, I can help you with a provider for your dental. Um, may I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII], but it would be under [PII].
[CUSTOMER][NEUTRAL] And the policy number is 2061499.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, Miss [PII], can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then also for security reasons can you verify your address and phone number and email address that's on the policy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And uh the email address would be [PII] and the phone number would be [PII].
[AGENT][POSITIVE] OK thank you so much and may I get your call back number just in case the call I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you. I appreciate you giving that to me. All right, so I'm gonna give you our website that you can go to, um, it's [PII].
[CUSTOMER][NEUTRAL] OK, hang on. [PII].
[AGENT][NEUTRAL] And in the search bar.
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And in the search bar you're gonna put in provider.
[AGENT][NEUTRAL] And then when it pulls up to the next page you're gonna choose provider resources and then it's just basic information from there it's gonna search for providers in your area by your zip code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. You have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.