AccountId: 011433970860
ContactId: 1a405251-e7dc-4735-a497-d3b550e5ea32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244229 ms
Total Talk Time (AGENT): 68640 ms
Total Talk Time (CUSTOMER): 39459 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/1a405251-e7dc-4735-a497-d3b550e5ea32_20250424T13:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was saying if you can tell me what dental place you work with near my way.
[AGENT][NEUTRAL] OK, um, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 667-0.
[AGENT][NEUTRAL] OK, getting that pulled up, one moment.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] She almost.
[AGENT][NEUTRAL] OK, I didn't pull that up under that policy. Will you give that to me one more time, if you don't mind?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hold on policy number 02566770.
[AGENT][NEUTRAL] OK, I think I was missing a number. OK.
[AGENT][NEUTRAL] OK, and what's your date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just need your email address and then a good callback number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what's your telephone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, you're looking for a network provider for your dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So the network that you utilize is Carrington um we don't have a list of providers here, but I can transfer you over to them and then they can tell you what's close to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get them, uh, get, get the, get you transferred um hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help with though while we're on the phone?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, actually, I double checked that there isn't a network for your dental policy, so you can go to any dentist you want. Just give them your card when you go to the dentist, um, and then they'll call and verify your benefits. So you, you can see anyone you want.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.