AccountId: 011433970860
ContactId: 267d8516-5f7f-4b4f-bd0d-e6ce58d7ce5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232539 ms
Total Talk Time (AGENT): 113381 ms
Total Talk Time (CUSTOMER): 86632 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/267d8516-5f7f-4b4f-bd0d-e6ce58d7ce5f_20250521T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I have a simple question for you. I would like to know if, uh,
[CUSTOMER][NEUTRAL] The dentist that I was using last year is part of our network.
[CUSTOMER][NEUTRAL] Um, a place called Gulf Coast Dental Associates in [PII].
[AGENT][NEUTRAL] OK, [PII], I can help you with um finding out if your dentist is one of the providers in network. Can I please get your callback number, sir, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you, sir. And what is your policy number?
[CUSTOMER][NEUTRAL] Uh, let's see what's it saying in here.
[CUSTOMER][NEUTRAL] Policy number 02625196.
[AGENT][NEUTRAL] OK, let me look that up, sir.
[CUSTOMER][NEUTRAL] This is a new policy.
[AGENT][NEUTRAL] Yes, sir. OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. I appreciate you verifying your policy for me. OK, so I am going to give you a website to go to that you can check providers in your area that take this insurance that are in-network.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] The email address is
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm sorry, the website address.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Once you go to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the top right hand corner of the page you're gonna click on um the search bar you're gonna type in provider.
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you type in provider, it's gonna bring you up to another page and you're gonna click on provider resources.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And then it's gonna lead you to a page.
[CUSTOMER][NEUTRAL] Hey, I'm.
[CUSTOMER][NEUTRAL] Go ahead, I'm currently driving right now, so I'm, I'll try to memorize it, memorize it. Go ahead.
[AGENT][NEUTRAL] That you can put your.
[AGENT][NEUTRAL] Yes sir, and it'll lead you to a page where you could just put in your zip code and it'll pull up all the providers in your area that take that plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'll look for it.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else, Mr. [PII], I can help you with before we go, sir?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] If I don't remember, I, I got your phone number. I'll call y'all back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Feel, feel free to call anytime, sir. All right, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] IOL
[AGENT][POSITIVE] You have a blessed day and be careful on the road, sir. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][POSITIVE] Bye bye thank you