AccountId: 011433970860
ContactId: 159aa37d-dbe6-4dce-818e-5cad012455c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150520 ms
Total Talk Time (AGENT): 67472 ms
Total Talk Time (CUSTOMER): 59730 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/159aa37d-dbe6-4dce-818e-5cad012455c9_20250423T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a question, um.
[CUSTOMER][NEUTRAL] My um son's father has um dental insurance, which my son is added to the insurance um policy and I'm trying to see about how I would find, find a um dentist for him.
[AGENT][NEUTRAL] OK, um, you can locate providers from our site. I can give you the web address or if you'd like, I can take a look for you, whatever is best.
[CUSTOMER][NEUTRAL] Um, what's the site? I can take a.
[AGENT][NEUTRAL] Uh, the website is gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Honestly, the easiest way to find it is just in that search bar in the top right hand uh side just type in providers.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then when you scroll down you'll see a link there that says provider resources and it takes you to the page where you can search for dental providers by a zip code or city and state.
[CUSTOMER][NEUTRAL] OK, you said provider research I mean resources, correct?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, individual care with.
[CUSTOMER][NEUTRAL] In a plan.
[CUSTOMER][NEUTRAL] OK, wait online.
[CUSTOMER][NEGATIVE] Like damn it, I'm sorry, you said scroll down to what part?
[CUSTOMER][NEUTRAL] Oh search dental providers?
[AGENT][POSITIVE] Mhm, yep, exactly.
[CUSTOMER][NEUTRAL] I see it now.
[CUSTOMER][POSITIVE] OK, and this pretty much will step me through how to find one in our area.
[AGENT][NEUTRAL] Yeah, it yeah, it should bring up a list of all the providers and you can type in what, you know, there's a drop down for what type of dentist you want all of that, so.
[CUSTOMER][POSITIVE] OK, I see, I see. OK, perfect, perfect, and I can schedule from this site as well?
[AGENT][NEUTRAL] I think you're gonna have to contact the provider directly. I don't know that it'll let you uh make the appointment from there.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, got you. OK, alright, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.