AccountId: 011433970860
ContactId: 0e92e1bf-dd60-4ac7-9590-6f676b8adc1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175699 ms
Total Talk Time (AGENT): 38238 ms
Total Talk Time (CUSTOMER): 49522 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0e92e1bf-dd60-4ac7-9590-6f676b8adc1a_20250204T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, um, my name is [PII], and
[CUSTOMER][NEUTRAL] My husband works at [PII] and we have the APL life insurance, and not life insurance.
[CUSTOMER][NEUTRAL] Dental
[CUSTOMER][NEUTRAL] And uh we were wondering who takes it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What providers takes it.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yeah, let me get it here.
[CUSTOMER][NEUTRAL] Let's see, 02.
[CUSTOMER][NEUTRAL] Oh, you know, I'm trying to find what.
[CUSTOMER][NEUTRAL] Um 0256.
[CUSTOMER][NEUTRAL] 6074
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. And your question was, uh, you're looking for doctors that are part of the network for this plan?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] So for this particular policy, [PII], it's a provider of your choice. There's no network affiliated with this plan.
[CUSTOMER][NEUTRAL] Oh, OK, so you just take who you want and.
[AGENT][NEUTRAL] Mhm you present your card and they can call us to verify your benefit information.
[CUSTOMER][NEUTRAL] They take
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Well, that's good to know. All right, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. Anything else we can help out with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.