AccountId: 011433970860
ContactId: 2cb0e22b-aba4-4d8d-a201-8e08205424c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217119 ms
Total Talk Time (AGENT): 122363 ms
Total Talk Time (CUSTOMER): 56509 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/2cb0e22b-aba4-4d8d-a201-8e08205424c8_20250319T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, how you doing?
[AGENT][POSITIVE] I'm doing well, sir. How are you doing today?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] I'm doing well. My name is [PII]. I'm a uh insurance person. I got your insurance.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I'm trying to see what all dental places cover this insurance.
[AGENT][NEUTRAL] OK, I can help you um with the provider, sir. Uh, can I please get your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 026.
[CUSTOMER][NEUTRAL] 03557
[AGENT][NEUTRAL] OK, let me look your policy up real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [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?
[CUSTOMER][NEUTRAL] Email ID [PII]. The address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][POSITIVE] Thank you sir and if our call gets disconnected I can I call you back on this number you just gave me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. All right, so in order for you to find a provider for your policy, I'm gonna refer you to our website.
[AGENT][NEUTRAL] Are you where you can write it down?
[CUSTOMER][NEUTRAL] Yes, ma'am. What's the website?
[AGENT][NEUTRAL] It's AM.
[AGENT][NEUTRAL] [PII]. Yeah, [PII].
[CUSTOMER][NEUTRAL] A M
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Once you get into the website in the top right hand corner where the little search bar is you're gonna put in provider P R O V I D E R.
[CUSTOMER][NEUTRAL] OK, I'm doing it now provider.
[AGENT][NEUTRAL] And then you could push enter and the next page you're gonna click on provider resources.
[AGENT][NEUTRAL] And once you get into provider resources there's an option in there to search for a provider.
[AGENT][NEUTRAL] And you're gonna click on that.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And once you get in there, you're going to put in your zip code and by your zip code, it'll pull up all the providers in your area that take this insurance.
[CUSTOMER][POSITIVE] All right then, thank you.
[AGENT][POSITIVE] You're so welcome. Is there anything else, [PII] I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, y'all don't have a war fight.
[AGENT][NEUTRAL] Oh, I'm sorry, Al, Al, Mr. [PII].
[CUSTOMER][NEGATIVE] Yeah, I, y'all don't have like a website.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] That's the website that you're on, that's our website.
[CUSTOMER][NEUTRAL] I mean uh [PII].
[AGENT][NEUTRAL] No sir, we don't have an app now we do have an online service center, um, which is a direct portal to your policy. Let me give you that and you can sign up for it too.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] It's secured, [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] You're welcome. Anything else?