AccountId: 011433970860
ContactId: 29774821-7b53-4593-a7cf-7ab330badbf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208669 ms
Total Talk Time (AGENT): 78873 ms
Total Talk Time (CUSTOMER): 95031 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/29774821-7b53-4593-a7cf-7ab330badbf6_20250402T12:42_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I was calling, uh, my daughter is on her dad's, um, insurance for dental. I'm trying to see because we relocated from [PII] to [PII]. I'm trying to see, is there any way that you can tell me what network let me see how does, how do I put it? She's trying to find a dentist. She's in a whole, whole, whole lot of pain, so I'm trying to figure out.
[CUSTOMER][NEUTRAL] Is there any way that you can tell me um.
[CUSTOMER][NEUTRAL] What's in the area or the network where she can get her, get an extraction.
[AGENT][NEUTRAL] OK, I can assist you. What's your mhm you are. What's your name?
[CUSTOMER][POSITIVE] I think I'm saying it right.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] How do you spell your name [PII]?
[CUSTOMER][NEUTRAL] My dad
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your mother? OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy sir it is it's under her dad's name 024302434275.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] Lord [PII], what's your number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] How old is she?
[CUSTOMER][NEUTRAL] She is [PII].
[AGENT][NEUTRAL] OK, can I speak with her?
[CUSTOMER][POSITIVE] Yes you can.
[AGENT][POSITIVE] OK thanks.
[CUSTOMER][NEUTRAL] Hey [PII], she gonna speak to you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Good morning. I know you're in a lot of pain. I just wanna get you verified real quick, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that for me. Under your policy, you can go to any doctor of your choice. There's not a doc a network of providers for this plan, so you can choose any doctor.
[CUSTOMER][NEUTRAL] Any dentist?
[AGENT][NEUTRAL] I mean, any dentist. I mean, you can go to a dentist of your choice.
[CUSTOMER][NEUTRAL] So would she have to pay out of pocket or uh that's what we're trying to figure out.
[AGENT][NEUTRAL] That's gonna be, yeah, that's gonna be up to the provider's office and she has the benefits but we can't determine whether the provider will charge her something at the time of office usually um when you present the policy number that you gave me, they'll call us to verify the benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then they kind of go from there but we do not know whether they'll charge out of pocket or not most don't, but it really depends on each provider's office.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][POSITIVE] OK, thank you, thank you so so much. I do appreciate that.
[AGENT][POSITIVE] Oh, absolutely, [PII], any [PII], that's an [PII], not an N. Anything else I can help out with today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Alright, you need to.