AccountId: 011433970860
ContactId: 1e6c779b-503b-4960-9d64-7e98f0f8e9cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269660 ms
Total Talk Time (AGENT): 74443 ms
Total Talk Time (CUSTOMER): 81953 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/1e6c779b-503b-4960-9d64-7e98f0f8e9cc_20250506T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Help you
[CUSTOMER][NEUTRAL] Yes, hello, my name is uh [PII].
[AGENT][POSITIVE] How can I help today? Yeah, how can I help?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so basically, I just wanted to know um which uh dental office is uh
[CUSTOMER][NEUTRAL] It's around my uh
[CUSTOMER][NEGATIVE] My neighborhood to uh attend to it because I just went to a dental office and they said they, they don't take uh my insurance.
[AGENT][NEUTRAL] All right. Do you have your policy number? I can pull that up.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's uh 02.
[CUSTOMER][NEUTRAL] 61
[CUSTOMER][NEUTRAL] 49
[CUSTOMER][NEUTRAL] 13
[AGENT][NEUTRAL] All right. Thank you, [PII]. And then if I could verify please your date of birth and address?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Address
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And are you just looking for a general dentist?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have something you can write some information down with? I can give you a couple of names and phone numbers.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, first one that comes up is Alpha Dental.
[AGENT][NEUTRAL] They're located Alpha Dental, A L P H A Dental.
[CUSTOMER][NEUTRAL] Al
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They're located at [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Their phone number is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, I think I'm going to get this one because uh it's closer uh to my house.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You just want that one?
[CUSTOMER][NEUTRAL] Yeah, um
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] One more question, I just wanted to know like uh if uh my insurance covers uh
[CUSTOMER][NEUTRAL] Races.
[AGENT][NEUTRAL] Let me see if your plan has any sort of.
[AGENT][NEUTRAL] Um, orthodontic care on it. Give me just a second.
[AGENT][NEUTRAL] All right. Thank you so much for your patience. So, your plan that you have does not have orthodontic coverage on it, so braces would not be covered.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK. Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] That's all.
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.