AccountId: 011433970860
ContactId: 9abfccd4-6d53-4f27-8d37-bf5931da0d2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186350 ms
Total Talk Time (AGENT): 37136 ms
Total Talk Time (CUSTOMER): 120038 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/9abfccd4-6d53-4f27-8d37-bf5931da0d2f_20250530T22:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I wanted to know if it was possible to get a list of, um, dental.
[CUSTOMER][NEUTRAL] Offices in network.
[CUSTOMER][NEUTRAL] Do you do you guys do that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, most of our policies do not use the network. Let me go ahead and look up your policy. Uh, can I get your name and a callback number in case we get disconnected? Oh, go ahead.
[CUSTOMER][NEUTRAL] Is it possible to
[CUSTOMER][NEUTRAL] OK. It's for my.
[CUSTOMER][NEUTRAL] Mhm. It's for [PII], I'm sorry, [PII]
[CUSTOMER][NEUTRAL] I'm trying to look up his date of birth now.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What's his date of birth because that's what you're gonna ask me next.
[AGENT][NEUTRAL] Uh, yes, after the callback number.
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Take your time finding that policy number.
[CUSTOMER][NEUTRAL] Oh, his, I have the policy number. Uh, hold on one second.
[AGENT][POSITIVE] Oh yeah, I'll ask you the easy questions first then.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The policy number is 02566067.
[AGENT][NEUTRAL] Alright, let me look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and yes, what's his date of birth?
[CUSTOMER][NEUTRAL] I believe it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we have a different um.
[AGENT][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] Birth date of birth? OK. I am at, oh, what is it? 3, the, um, what you want an appointment? Yeah, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we're gonna do that's April. Hold on one second for me. I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] She has openings on the [PII] and the [PII]. No, it's just open from [PII] appointments.
[CUSTOMER][NEUTRAL] Oh, what? Oh, he is gonna, um, no, she said 88 to [PII] my goodness, what is his date of birth? He is gonna, can I call you right back? How, what time do you all close? I have it in my notes and I have to find it. I'm so sorry.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Uh, we close at [PII].
[CUSTOMER][NEUTRAL] You close at [PII]. OK, I'll call you. Let me find my note, find it in my notes, I'll call you right back.
[AGENT][POSITIVE] All right, thank you so much.
[CUSTOMER][POSITIVE] OK thanks OK bye bye.
[AGENT][NEUTRAL] Bye bye.