AccountId: 011433970860
ContactId: 186c8ea1-3671-49fe-8b08-b93b3f325175
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243860 ms
Total Talk Time (AGENT): 40604 ms
Total Talk Time (CUSTOMER): 106186 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/186c8ea1-3671-49fe-8b08-b93b3f325175_20250416T15:40_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Oh, I, I really hope this is the right number. I just got insurance, like dental insurance through Aflac, and these were the cards that they sent me, and I was calling like the number on the back. I just had a quick question for you.
[AGENT][NEUTRAL] OK. Do you have a policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, yeah, it would be on the card, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Alright, do you want me to read you off the, the whole number?
[AGENT][POSITIVE] Uh, yes, that'd be great.
[CUSTOMER][NEUTRAL] OK. 026.
[CUSTOMER][NEUTRAL] 12
[CUSTOMER][NEUTRAL] 481
[AGENT][NEUTRAL] OK. And what was your name and your date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And my birthday is [PII].
[CUSTOMER][NEUTRAL] Oh well, [PII].
[AGENT][NEUTRAL] OK, [PII], do you have a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I just need two other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your um email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And how can I help you today?
[CUSTOMER][NEUTRAL] Um, so I've been calling around some like, uh, dental places around my area and most of them have been telling me to give a call on the number of my car to see.
[CUSTOMER][NEUTRAL] There was any um in-network providers because they said it would be a lot more cheaper if I found like a.
[CUSTOMER][NEUTRAL] Like a place that actually had a, I think they basically said like they have a contract through Aflac or something like that, like, so they said I wouldn't be like spending as much money.
[CUSTOMER][NEUTRAL] You know what I'm saying?
[AGENT][NEUTRAL] Yeah, so, um, Carrington is the network.
[AGENT][NEUTRAL] Um, and I can give you their number and they can help you locate a dentist close to you, um, or I can transfer you over to them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] If you could transfer me that would be perfect.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Let me get that pulled up real quick.
[AGENT][NEUTRAL] And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Uh, no, thank you. That was all.
[AGENT][NEUTRAL] OK, I'll get you transferred over. Just give me one moment.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling member services Para assistenen espanol oprima el Nino nueve.
[CUSTOMER][NEUTRAL] To better assist you, please have your membership or policy ID number available.
[CUSTOMER][NEUTRAL] If you are a healthcare provider, press 1. If you would like to sign up or learn more about our health and lifestyle discount plans, press 2.