AccountId: 011433970860
ContactId: c3b2a9fd-a16e-42ed-880c-2bed813d913e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233669 ms
Total Talk Time (AGENT): 81835 ms
Total Talk Time (CUSTOMER): 44466 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/c3b2a9fd-a16e-42ed-880c-2bed813d913e_20250203T18:22_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yes, I can hear you now.
[AGENT][NEUTRAL] Oh sorry, I don't know what happened there. Thanks for calling AT. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How are you?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, yeah, how can we help you today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm calling in regards to my account. I'm trying to log in to find a provider to get my, get a dental exam.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, you're needing just help finding a dental provider?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can help you out with that um what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, uh, I can start using your social.
[CUSTOMER][NEUTRAL] OK, you ready?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 218132
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let's see, I'm gonna repeat that back, make sure I heard that correctly, [PII] that was 478-218132?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, I did not get a result with that um let me try searching just using your name. What did you say your last name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] And what was your date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I am not seeing you in our system. Um, so it's possible that your dental might be through a different provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'll try one more time. What state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the first name is just [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yeah, I am not seeing you at all in our system, [PII]. um, I would get with your employer uh to verify who that coverage is through.
[CUSTOMER][NEUTRAL] OK, will do.
[AGENT][NEUTRAL] Alright sorry there wasn't more to help.
[CUSTOMER][POSITIVE] I do appreciate your help.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] Yeah, have a great rest of your day. Of course, thank you. Bye bye.
[CUSTOMER][POSITIVE] I said I appreciate your help.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Yeah, they did so yeah so.