AccountId: 011433970860
ContactId: b52d0746-5cbd-4417-9908-1ca1ce26bfc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184619 ms
Total Talk Time (AGENT): 55268 ms
Total Talk Time (CUSTOMER): 46135 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/b52d0746-5cbd-4417-9908-1ca1ce26bfc1_20250403T20:41_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes. Um,
[CUSTOMER][NEUTRAL] How do I know which dentist I can go to?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, I can look up your policy number, uh, do you have that?
[CUSTOMER][NEUTRAL] Sure. 026 03672.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEGATIVE] [PII]'s fault.
[AGENT][NEUTRAL] OK, thank you, [PII]. I just need to verify a few pieces of information. What is your birthday?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] And then what's a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, let's see. So for your dental plan.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, it looks like you can utilize the Carrington network. It's, it's not a requirement, but if you do utilize a provider that's in network with Carrington, it gives you a discount off the bill charges.
[AGENT][NEUTRAL] Um, I can give you, uh, the number for Carrington, or I can transfer you over. They, they have a list of who's in network and who's not.
[CUSTOMER][NEUTRAL] OK, hold on just a second.
[CUSTOMER][NEUTRAL] What's that number?
[AGENT][NEUTRAL] Uh, that number is, hold on just a second, sorry.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, Carrington is 800, 400.
[AGENT][NEUTRAL] 8789.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you can transfer me to.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Thank you for calling Carrington. If you would like information about becoming a member or an agent with Carrington, press.