AccountId: 011433970860
ContactId: 209e2ac5-9550-4b96-8d9f-7e7513947e0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196250 ms
Total Talk Time (AGENT): 84352 ms
Total Talk Time (CUSTOMER): 67939 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/209e2ac5-9550-4b96-8d9f-7e7513947e0d_20250314T21:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I was calling to see um if my uh dentist is in my, um, is in, in my network.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I can help you with um provider. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It is 02594111.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then also your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Oh, my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] And then one last verification, your email address please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you Ms. [PII] so what I'm gonna do is I'm gonna refer you to our website.
[AGENT][NEUTRAL] Are you where you can write it down?
[CUSTOMER][POSITIVE] Uh yes, ma'am. Just a second. I'll do what I can.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] You're gonna go to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you get on the website you're going to uh type in the search bar provider.
[AGENT][NEUTRAL] And then you'll enter and when you enter you're gonna click on provider resources.
[CUSTOMER][NEUTRAL] Pro provider researches.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, and once you get into provider resources you're gonna choose uh search for provider.
[AGENT][NEUTRAL] And then when you, when you click on that, it will take you to a place where you can put in your zip code and it'll pull all the providers up in your area that take your insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So go to [PII] and put in provider.
[CUSTOMER][NEUTRAL] On the search and hit enter and then provider resources, and then hit uh go to provider and then put in my uh zip code.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah,
[AGENT][POSITIVE] Yes, ma'am, you got it.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's all I needed.
[AGENT][POSITIVE] Alright, you have a good night and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you.