AccountId: 011433970860
ContactId: 999acb4e-02bb-4598-af91-bea781d9b276
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79309 ms
Total Talk Time (AGENT): 28350 ms
Total Talk Time (CUSTOMER): 32605 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/999acb4e-02bb-4598-af91-bea781d9b276_20250224T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm trying to uh verify a patient's dental benefits and see if we participate with the plan.
[AGENT][NEUTRAL] OK, I can help you with the dental bits. Can I please get your name and your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Lisa, uh, number [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, laser implants and periodontics.
[CUSTOMER][NEGATIVE] Actually, you know what, I think, hold on, I think she might have canceled this appointment.
[AGENT][POSITIVE] Thank you. And
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Hold on, let me look.
[AGENT][POSITIVE] Yeah, go ahead, take your time.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh yeah, never mind, looks like she canceled it.
[AGENT][NEUTRAL] OK. All right, Ms. [PII].
[CUSTOMER][POSITIVE] OK, OK, never mind, thank you.
[AGENT][POSITIVE] OK, well you have week thank you for calling APL bye bye ma'am.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thanks bye bye.