AccountId: 011433970860
ContactId: ba146894-09fe-4d61-bbc9-e78c199cf23c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147080 ms
Total Talk Time (AGENT): 49149 ms
Total Talk Time (CUSTOMER): 56292 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/ba146894-09fe-4d61-bbc9-e78c199cf23c_20250128T20:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, good afternoon, ma'am. How are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, uh, I just call you because I want to, to have a provider, uh, in my area for dental.
[AGENT][NEUTRAL] You're looking for a dental provider in your area?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, see bag. Give me one second.
[CUSTOMER][NEUTRAL] He's uh
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] 73.
[CUSTOMER][NEUTRAL] 30.
[AGENT][POSITIVE] Let me take a look here, thank you for that one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Can I get your first and last name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then if I can get your date of birth and address.
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so you can search for providers on our website or I can send you a list whatever is easiest for you, which would you prefer?
[CUSTOMER][POSITIVE] Yes, you can, you can send me a list. I can, I can, I can check one in my own yeah.
[AGENT][NEUTRAL] And are you looking for just a general dentist?
[CUSTOMER][NEUTRAL] No, dental, that's why I just want to do the deep, deep cleaner, yeah, that's it. That's why I want to see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Provid in my, in my area.
[AGENT][NEUTRAL] So the email address on file is a [PII] address. Is that a good email for you?
[CUSTOMER][NEUTRAL] Yes, first name, last name, yeah, [PII].
[AGENT][NEUTRAL] Alright, so there's a list on its way to you. Is there anything else that I can help you with here today?
[CUSTOMER][POSITIVE] Only that one. Thank you so much, ma'am.
[AGENT][POSITIVE] You're welcome you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.