AccountId: 011433970860
ContactId: 938d7011-9c9c-4e53-b6f2-83df7a22df1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226240 ms
Total Talk Time (AGENT): 56670 ms
Total Talk Time (CUSTOMER): 84157 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/938d7011-9c9c-4e53-b6f2-83df7a22df1a_20250604T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I am calling to find out if a certain oral surgeon is in the system.
[AGENT][NEUTRAL] OK, let's take a look. Um, do you have their tax ID number? What do you have for the surgeon?
[CUSTOMER][NEUTRAL] Oh, he was their name.
[AGENT][NEUTRAL] Do you have your policy number? I can pull that.
[CUSTOMER][NEUTRAL] Yes, it's 615-099.
[AGENT][NEUTRAL] Alright, let me pull this up here.
[CUSTOMER][NEUTRAL] What does it say the effective date of my policy is [PII]?
[CUSTOMER][POSITIVE] Oh, that's when I had it at first and it's still effective, OK, that's when I first got it, OK.
[AGENT][NEUTRAL] Yeah, that's, that's when it was started, yeah, yeah. Can I just verify please uh name, date of birth, and then I need your address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] on [PII].
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Um, let me just get the name of the oral surgeon.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know if he's in the same zip code as you because it gives me the option to search by city or OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Zip code, yes, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's the [PII]
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] Yes. Yes, ma'am. So I am showing um they are in network.
[CUSTOMER][NEUTRAL] Yes and then
[CUSTOMER][NEUTRAL] So [PII] is in the network.
[AGENT][NEUTRAL] Yeah, it comes up on the list as a list of providers under oral surgery. I can send it to you if you'd like.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] So, so he's in the he's in the system?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, well I just needed to know that and um I need to call them up and do you know approximately.
[CUSTOMER][NEUTRAL] Well I guess I'd have to check with them about the price on what it would be because I had a choice as to whether I wanted to have the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, what's it called, the, um, oh goodness.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can't think but anyway I'm uh I'm, I'm gonna call him and see.
[AGENT][NEUTRAL] OK. Anything else?
[CUSTOMER][POSITIVE] Um, and see, OK, thank you. That's all, thank you. I appreciate it.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK