AccountId: 011433970860
ContactId: 9de2abbb-9ec6-4d07-a591-f8b9f4bf9d72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139270 ms
Total Talk Time (AGENT): 59476 ms
Total Talk Time (CUSTOMER): 30506 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/9de2abbb-9ec6-4d07-a591-f8b9f4bf9d72_20250123T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Yes, ma'am. I was calling to see where my local dental provider would be that accepts this insurance.
[AGENT][NEUTRAL] OK, um, honestly, the easiest way to search for a provider in your area is on our website. There's a search engine there where you can put in your city, state, or zip code and it will bring up a list of providers in your area if you'd like, I can either search for you or give you the website information.
[CUSTOMER][NEUTRAL] Uh, I don't have access to the site, so if you could do a quick search, that'd be great.
[AGENT][POSITIVE] Yeah, absolutely, give me just one second here.
[AGENT][NEUTRAL] All right. And are you looking for just a general dentist?
[CUSTOMER][NEUTRAL] Uh, Dennis, yeah, uh, yeah, just the general Dennis, yes.
[AGENT][NEUTRAL] OK, and then did you wanna give me your city and state or zip code either one?
[CUSTOMER][NEUTRAL] My zip code is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. So, um, it looks like the first place of service that comes up is Aspen Dental.
[AGENT][NEUTRAL] And they're located at [PII]. I'm sorry?
[CUSTOMER][NEUTRAL] There's a short
[CUSTOMER][NEUTRAL] Yeah, that's go ahead.
[AGENT][NEUTRAL] Um, they're located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Does it matter?
[AGENT][NEUTRAL] And they're
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] And they're in [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, I got it. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.