AccountId: 011433970860
ContactId: 2055ee9e-c194-4f58-96df-50eb0d2b1335
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201460 ms
Total Talk Time (AGENT): 91116 ms
Total Talk Time (CUSTOMER): 58145 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/2055ee9e-c194-4f58-96df-50eb0d2b1335_20250115T14:19_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, no, I'm calling to find out um how do I find.
[CUSTOMER][NEUTRAL] A provider for the dental.
[AGENT][NEUTRAL] OK, um, sure. Um, may I have um your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh my name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] Uh, my number is [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number, Mr. OK, so I can see what type of product you have?
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, go ahead with the policy number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, it's 023.
[CUSTOMER][NEUTRAL] 35618.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mailing address [PII].
[CUSTOMER][NEUTRAL] And uh what was the?
[AGENT][NEUTRAL] The email address on file?
[CUSTOMER][NEUTRAL] My first and last name [PII].
[AGENT][NEUTRAL] No, thank you. All right. OK, so you have a um dental policy through universal trucking. Uh, with this type of product or this type of policy, you can choose your own dentist. We don't have a list of providers or a network that you need to follow. Um, you can just choose your own if you used to uh visit one in the past, you can continue visiting the same one. But if you don't know where to go, you can just um
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Search dentist in your area and just go to any of them.
[CUSTOMER][NEUTRAL] OK, what did you call the insurance again?
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] He said, what did you call it? He said it's universal one.
[AGENT][NEUTRAL] The policy is through American Public Life, but you got it through Universal Trucking.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, because, uh, the dentist called this morning. They said they don't take it. I told her the name of the insurance is Universal Public Life.
[CUSTOMER][NEUTRAL] American public life.
[AGENT][NEUTRAL] Mhm, yes, it's American Public Life. Um, yeah, if they have any questions about how it works, they just need to call the [PII] number you just dial and we can give them information, um, but yeah, you can just uh choose your own dentist because we don't have a network that you need to follow.
[CUSTOMER][POSITIVE] Oh, alright, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] Alright, no, I appreciate it.
[AGENT][POSITIVE] Excellent. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.