AccountId: 011433970860
ContactId: 10d8de27-7eb6-4f5d-95bb-f135f26507dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193630 ms
Total Talk Time (AGENT): 55730 ms
Total Talk Time (CUSTOMER): 77197 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/10d8de27-7eb6-4f5d-95bb-f135f26507dd_20250226T15:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good morning, [PII].
[CUSTOMER][NEUTRAL] I was calling to see if.
[CUSTOMER][NEUTRAL] You guys had.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Augusta Children's Dental Center in your network.
[AGENT][NEUTRAL] OK, I can help you with that. Um, what is your policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 596-527
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And can I get your name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII] or I don't know how y'all have it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In the system.
[CUSTOMER][NEUTRAL] [PII] on the card it says [PII].
[CUSTOMER][NEUTRAL] And uh you said my date of birth?
[AGENT][NEUTRAL] Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you and can I get a good call back number just in case we're disconnecting.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can you verify the address and email address?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK, thank you for verifying and
[AGENT][NEUTRAL] You were calling to see about your dental?
[CUSTOMER][NEUTRAL] Well, my my um.
[CUSTOMER][NEUTRAL] My child's dental.
[AGENT][NEUTRAL] OK. Now, the dental providers are handled through [PII], um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can give you their phone number and you can call them to see if you're in they're in network or I can transfer you to them either way.
[CUSTOMER][NEUTRAL] Yes, you can transfer me that'll be fine but before you do, can I go ahead and order um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I'm trying to think how many more cards I need.
[CUSTOMER][NEUTRAL] Y'all, y'all don't give the cards out with the children's individual name on there, do, do you?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] No, OK, yeah, I.
[CUSTOMER][NEUTRAL] I, I need, um.
[CUSTOMER][NEUTRAL] I, I guess 2 more, 2 more.
[AGENT][NEUTRAL] OK. Uh, I've got those ordered for you. Um.
[AGENT][NEUTRAL] It was
[CUSTOMER][POSITIVE] OK, thank you. That was fast.
[AGENT][NEUTRAL] All right. And is there anything else I can help you with before I transfer you to [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am. That, that would be all. Thank you so much.
[AGENT][POSITIVE] Alright, mhm, and thank you for calling APL and you have a wonderful day, um, Mr. [PII] and hold and I'll connect you.
[CUSTOMER][POSITIVE] Yes ma'am you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for calling member services.