AccountId: 011433970860
ContactId: 10ba6434-d287-43fb-8c36-7a80d88beb04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173169 ms
Total Talk Time (AGENT): 95640 ms
Total Talk Time (CUSTOMER): 34285 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/10ba6434-d287-43fb-8c36-7a80d88beb04_20250331T18:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, I was calling to see cause are you able to send me um
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yeah, so, um,
[CUSTOMER][NEUTRAL] Places that's in my area, area that takes my insurance.
[AGENT][NEUTRAL] Uh, you need a list of providers in your area?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, that's not something I can send. I can let you know how to find it, how to view a list, but uh um it's not something that I can send out. Is that OK?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Um, do you, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] So show room.
[AGENT][NEUTRAL] OK, and what is your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 90. OK. Do you have a policy number so I can view and see what policy you have so I can give you accurate information?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] 0751
[AGENT][NEUTRAL] OK, thank you. One moment, let's see.
[AGENT][NEUTRAL] All right. And let's see, for security, may I have your date of birth and mailing address, email address?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Mm, thank you. OK, so you have one of our basic dentals. So with this one, you can go, um, you can go to any dentist, but if you don't know where to go, you can go to our website at [PII].
[AGENT][NEUTRAL] Again, that's [PII].
[AGENT][NEUTRAL] And you're gonna scroll to the bottom of that page. In the bottom of that page, you're gonna see a tooth with a magnifying glass.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're gonna click on that. It's gonna take you to another page, and that page you're gonna put your zip code and it's gonna give you a list of providers in your area.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You think you got it from here? Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] No, ma'am
[AGENT][POSITIVE] All right. Well, if you have any other questions or concerns, just feel free to call us back. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APR.
[AGENT][POSITIVE] Have a good afternoon. Bye-bye.