AccountId: 011433970860
ContactId: f9cfa87f-a44a-4210-902e-246c482f13eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292500 ms
Total Talk Time (AGENT): 79954 ms
Total Talk Time (CUSTOMER): 85611 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/2025/04/21/f9cfa87f-a44a-4210-902e-246c482f13eb_20250421T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII], and I was trying to get some information about, um.
[CUSTOMER][NEUTRAL] The, um, the providers um for the for the um dental plan in, uh, in my area.
[AGENT][NEUTRAL] OK, [PII], do you have your uh policy number?
[CUSTOMER][NEUTRAL] My policy number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Not really.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Let me see, let me see, I, um, participant information. No, no, no, I, I hit something, but that didn't bring me there.
[AGENT][NEUTRAL] I can look it up by your last name or.
[CUSTOMER][NEUTRAL] It just brought me to um.
[CUSTOMER][NEUTRAL] My last name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] You say [PII]?
[CUSTOMER][NEUTRAL] Uh no, no, no, no. My last name is [PII]
[AGENT][NEUTRAL] OK, thank you. [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Shit
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then first name was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like I found it. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII], um, yeah, [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I just need a couple more pieces of information. What is your address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let's see. It looks like um.
[AGENT][NEUTRAL] Check on the network.
[AGENT][NEUTRAL] OK, so it looks like Carrington is the actual network for um providers so it's gonna give you a discount if you use that network. um I have their number or I can transfer you um we don't have access to the information but I can certainly transfer you and or give you that number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You could you could give me the number.
[AGENT][NEUTRAL] OK, uh, their number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 400.
[CUSTOMER][NEUTRAL] [PII] and would it be possible for you to send me um my my card? I'm never done with my last with my card.
[AGENT][NEUTRAL] Yeah, let me
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, yes, absolutely. I'm gonna email that to the email that you provided to me. Um, just give me about 2 minutes and then you should, you should receive that card, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] That would be perfect thank you very much.
[AGENT][NEUTRAL] OK. Well, thank you for calling APL. Is there anything else I can help with today though?
[CUSTOMER][POSITIVE] That's it, ma'am. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.