AccountId: 011433970860
ContactId: cc06bbc2-b96c-415d-bdb6-47288e5c6a90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178919 ms
Total Talk Time (AGENT): 11788 ms
Total Talk Time (CUSTOMER): 32572 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/cc06bbc2-b96c-415d-bdb6-47288e5c6a90_20250502T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Hi, I wanted to see if a certain dentist's office was in my network.
[AGENT][NEUTRAL] OK, you're just needing to see if uh the provider would uh be covered under your policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can get that checked for you. um, what was your name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] I'm sorry, are you still there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Ma'am, can you hear me?
[CUSTOMER][NEUTRAL] Hello, are you on mute? Hello?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] Are you there, ma'am?
[CUSTOMER][NEUTRAL] Hm, I don't know what happened.
[CUSTOMER][NEUTRAL] And I think everybody's reach.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Ma'am, are you still there? I can't hear you or anything.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello? Can you hear me?