AccountId: 011433970860
ContactId: 16c71761-8908-4a88-ac62-995996479aff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246660 ms
Total Talk Time (AGENT): 118418 ms
Total Talk Time (CUSTOMER): 66414 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/16c71761-8908-4a88-ac62-995996479aff_20250429T22:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yes, I have a question. I, um, have APO, medical and dental and life insurance. Hold on a minute what?
[CUSTOMER][NEUTRAL] Do you have a list of doctors or something that it, that like I don't wanna go to the doctor with this?
[AGENT][POSITIVE] Let me take a look at your plan. I'm happy to help. Do you have your policy number for the medical?
[CUSTOMER][NEUTRAL] Yeah, it's 02566111.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] Thank you. And then could I get your name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then lastly, I just need to verify your street address and email address, please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you. And were you needing to inquire on a provider for medical, dental, both?
[CUSTOMER][NEUTRAL] Um, both.
[AGENT][NEUTRAL] OK, so with your dental plan, you're not required to use um a dentist within network. Um if you'd like to find one within your area, the easiest way to do it is online. Um, we have a website where you can search for providers or I can send you a list, whatever works best for you.
[CUSTOMER][NEUTRAL] Um, can you send me a list?
[AGENT][NEUTRAL] Yeah, give me just a second.
[AGENT][NEUTRAL] Would you like me to
[CUSTOMER][POSITIVE] I've got little yellow flowers on the tomato plant.
[AGENT][NEUTRAL] Would you like me to do it by city and state or zip code?
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][POSITIVE] Little yellow flowers from the tomato.
[AGENT][NEUTRAL] Doesn't matter?
[CUSTOMER][NEUTRAL] Like if you put it in my zip code, does it give you like
[CUSTOMER][NEUTRAL] Within a certain mileage range distance.
[AGENT][POSITIVE] Yeah, it'll give you so many, yeah, it'll give you so many within um a 100 mile radius.
[CUSTOMER][NEUTRAL] OK, that's fine. I just do my zip code.
[AGENT][NEUTRAL] Are you just looking for a general dentist?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then would you like the list sent to your Gmail account that you have on here?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I'll send you a list of dental providers within your area and that'll have their name, phone number, address, all of that and how far they are based off of your zip code.
[AGENT][NEUTRAL] In regards to the medical plan, you can use the medical plan anywhere you would like to go. It's a limited benefit plan. So, are you needing just to go see a doctor, like in a doctor's office setting?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ma.
[CUSTOMER][NEUTRAL] Yeah, just for like an annual.
[AGENT][NEUTRAL] OK. So you can see any provider that you would like if you already have a primary care provider, they should be able to uh take this.
[CUSTOMER][NEUTRAL] No, she's talking to her insurance company.
[CUSTOMER][NEUTRAL] So basically anybody just anybody takes this.
[AGENT][NEUTRAL] Yeah, because it's only gonna pay like a set amount depending upon what you're being seen for, so there's no network required for usage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can check on for you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] Alright email is on its way. I hope you have a great rest of your evening.
[CUSTOMER][POSITIVE] All right thank you you too.
[AGENT][NEUTRAL] Mhm.