AccountId: 011433970860
ContactId: 035ad9f0-6a98-4796-b497-ba22bf100140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262459 ms
Total Talk Time (AGENT): 124905 ms
Total Talk Time (CUSTOMER): 84534 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/035ad9f0-6a98-4796-b497-ba22bf100140_20250130T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, my name is [PII], and I'm, I'm trying to see.
[CUSTOMER][NEUTRAL] How do you figure out where you can go to the dentist at? Like that's, that's in your, like, that's part of the thing here.
[AGENT][NEUTRAL] OK, alright, uh, so I can help you um with finding a dentist. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, let me see here.
[CUSTOMER][NEUTRAL] And look at it.
[CUSTOMER][NEUTRAL] It is 02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 53
[CUSTOMER][NEUTRAL] 8508
[AGENT][NEUTRAL] OK, let me pull your policy in real quick.
[AGENT][NEUTRAL] OK [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then for security reasons I'm gonna need for you to verify your address, the phone number and email address that we have on file for you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I don't know what email y'all got that that I don't know. I don't know if I gave my business email or my regular email.
[AGENT][POSITIVE] Looks like business.
[CUSTOMER][NEUTRAL] Uh, but my address, OK, uh, my regular address is I mean my address is [PII]. Uh, phone number [PII], and my, and my email should be [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me. So I'm gonna give you a website to go to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] That's the one I was just on.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, but I didn't, I didn't know where to go on the website.
[AGENT][NEUTRAL] Oh OK so um in the little search the site in the right hand corner you're gonna put provider.
[CUSTOMER][NEUTRAL] You said where is it at now?
[AGENT][NEUTRAL] In the right hand corner on the first page.
[CUSTOMER][POSITIVE] Yeah, well, it, my stay secure though.
[AGENT][NEUTRAL] Up there on the right.
[CUSTOMER][NEUTRAL] Mine says secure. Am public, is that right?
[AGENT][NEUTRAL] OK, you're gonna, no that's the um that's the online service center that's the portal to your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're gonna go to a [PII] with without the shared.
[CUSTOMER][NEUTRAL] OK, got it, I see it.
[AGENT][NEUTRAL] OK, in the right hand corner you're gonna put provider up there uh in the search the site.
[CUSTOMER][POSITIVE] Yes right.
[AGENT][NEUTRAL] And then um scroll down a little bit and where you see provider resources you're gonna click on that.
[CUSTOMER][NEUTRAL] Providing resources what is it?
[CUSTOMER][NEUTRAL] A a type provider in there.
[AGENT][NEUTRAL] OK, and then push enter.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then scroll down a little bit.
[CUSTOMER][NEUTRAL] If a search result, right?
[AGENT][NEUTRAL] Scroll down a little bit and you'll see provider resources.
[CUSTOMER][NEUTRAL] OK, I see, yeah, yeah.
[AGENT][NEUTRAL] OK, click on that.
[AGENT][NEUTRAL] And then in bright o you'll see search and blue you'll see search dental providers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And then you'll click on that and you'll just fill out the information there for your area, including your zip code and it will pull up the the providers that are in your area.
[CUSTOMER][POSITIVE] OK, I thank you because I, I couldn't figure it out.
[AGENT][POSITIVE] That's OK. I don't mind helping. If you get stuck again, just call us, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] You're very very welcome [PII]. I hope you have a great rest of your day and we appreciate you calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, sir. Bye-bye.