AccountId: 011433970860
ContactId: f6bfb398-2275-4e69-b0e4-b5f12a218c25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85059 ms
Total Talk Time (AGENT): 33078 ms
Total Talk Time (CUSTOMER): 27860 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/f6bfb398-2275-4e69-b0e4-b5f12a218c25_20250326T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], I'm looking to get a list of uh pediatricians that's in your network.
[AGENT][NEUTRAL] OK, um, you're looking for a pediatrician's office that is in your network, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and what is your name and your policy number?
[CUSTOMER][NEUTRAL] My name is [PII]. The policy number is
[CUSTOMER][NEUTRAL] 02596518
[AGENT][NEUTRAL] OK, let me look up that policy number real quick.
[AGENT][NEUTRAL] OK, and what was your first name again please?
[CUSTOMER][NEUTRAL] It's on [PII], [PII], my son.
[AGENT][NEUTRAL] OK, is, uh, [PII] available for me to um just get consent to discuss his policy with you?
[CUSTOMER][NEUTRAL] No, he's working.
[CUSTOMER][NEUTRAL] All I want is a list of dentists. I need to take the doctor to the baby to the dentist.
[AGENT][NEUTRAL] Yes, I understand.
[AGENT][NEUTRAL] I'll still need to um get [PII] to verify the policy and give me consent to discuss the policy with you.
[CUSTOMER][POSITIVE] OK thanks bye.