AccountId: 011433970860
ContactId: ad848ab3-8842-40e3-a0c6-0e37aba48a3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100550 ms
Total Talk Time (AGENT): 38600 ms
Total Talk Time (CUSTOMER): 37768 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/ad848ab3-8842-40e3-a0c6-0e37aba48a3b_20250205T14:28_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have an insured on the line, um, who is requesting a list of the providers that she can go to.
[CUSTOMER][NEUTRAL] With her dental policy.
[AGENT][NEUTRAL] OK, I can give her the phone number for it. We don't have the list, but I can give it to her. What's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 2579.
[CUSTOMER][NEUTRAL] 763.
[AGENT][NEUTRAL] And do you have a callback number for her?
[CUSTOMER][NEUTRAL] Uh, the one she's calling from, um, the one ending in [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I was trying to get a provider list.
[AGENT][NEUTRAL] OK, I can help you with that. This policy does not have a provider's list. You can go to any dentist.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] How does that work?
[AGENT][POSITIVE] You just go to any dentist and give them your information and normally they'll call and get the benefits for you.
[CUSTOMER][POSITIVE] OK, wonderful.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that was all I needed.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.