AccountId: 011433970860
ContactId: a13c7f67-5d34-4237-8d0b-678fcad34b73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73610 ms
Total Talk Time (AGENT): 32848 ms
Total Talk Time (CUSTOMER): 36849 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/a13c7f67-5d34-4237-8d0b-678fcad34b73_20250407T20:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling you from Dole Family Dentistry here in [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, I was calling because we, I'm not sure if you're familiar with the area. Our office was taken out by the tornado in Cave City, so we've relocated our office to [PII]. Is there any information we need to submit to you guys so that the insurance just keeps working smoothly?
[AGENT][NEUTRAL] OK. And are you calling about a particular policy or?
[CUSTOMER][NEUTRAL] No, just in general.
[AGENT][NEUTRAL] In general? OK, you will need to contact our customer service department and let me give you their number before I transfer you.
[CUSTOMER][POSITIVE] OK thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Um, that number is, let's see.
[CUSTOMER][NEUTRAL] And this is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 7483.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And actually, right now, I'm unable to transfer but um you should be able to get through a few calls directly.
[CUSTOMER][NEUTRAL] Hey, I'm meant to ask you.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Right, thank you. Mhm. Bye.
[CUSTOMER][NEUTRAL] Bye bye.