AccountId: 011433970860
ContactId: 019f034d-77c0-4f36-9818-2dd121cb9e12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158539 ms
Total Talk Time (AGENT): 54659 ms
Total Talk Time (CUSTOMER): 71723 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/019f034d-77c0-4f36-9818-2dd121cb9e12_20250417T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, um, I was calling to, um, see what network y'all under because, um, I was trying to schedule a dentist appointment and they're trying to figure out, um, service their location.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me give it to you.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] It is 259.
[CUSTOMER][NEUTRAL] 6952
[AGENT][NEUTRAL] And that number is on your ID card?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what information are you needing [PII]?
[CUSTOMER][NEUTRAL] Um, I was trying to see what network job covered because um I just called my dentist and I was trying to schedule an appointment and.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They didn't know if they service uh yeah.
[AGENT][NEUTRAL] OK. Can you verify your date of birth, your mailing address, and your email address for me?
[CUSTOMER][NEUTRAL] Date of birth [PII]. Uh email address [PII]. Address is [PII].
[AGENT][NEUTRAL] Thank you, and I can barely hear you.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] For some reason.
[CUSTOMER][NEUTRAL] Oh, can you hear me now?
[AGENT][NEUTRAL] OK, that's a little better. So under this dental policy, there is no network of contracted providers, which means that you can choose a provider of your choice.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEGATIVE] So I could just go anywhere because they told me they never heard of they didn't know their service.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Service with American public life. So I can go anywhere I want.
[AGENT][NEUTRAL] You can, and um a suggestion would be to just have your dentist office contact us to verify your benefits.
[AGENT][POSITIVE] And then, um, you know, they'll get a better understanding of what's covered under your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, OK, that'll work, thanks.
[AGENT][NEUTRAL] All right. Any other questions [PII] I can help with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All [PII]. Thank you for calling APL. Have a good day.