AccountId: 011433970860
ContactId: 2d435c88-9ffc-45d5-b2bd-92989bfbb409
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161419 ms
Total Talk Time (AGENT): 69947 ms
Total Talk Time (CUSTOMER): 64347 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/2d435c88-9ffc-45d5-b2bd-92989bfbb409_20250317T21:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] I got.
[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] a
[CUSTOMER][NEUTRAL] I'm sorry, this is [PII].
[CUSTOMER][NEUTRAL] Um, I'm the individual on the policy.
[CUSTOMER][NEUTRAL] And I was trying to see if you guys could send me a list of dental providers that I can choose from in [PII] area.
[AGENT][NEUTRAL] OK, um, Ms. [PII], what's your policy number, please?
[CUSTOMER][NEUTRAL] It is 02123962.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My address is [PII]. The unit number is now [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] sorry [PII].
[AGENT][NEUTRAL] Oh no, you're fine. And you say your unit number is [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, well, under your dental policy, we don't have a list of dental providers. What that means is your policy is open to where you can go to any dental provider, uh, present them with your card, and that way they can call and verify benefits and eligibility.
[CUSTOMER][NEGATIVE] OK, cause I was scheduling an appointment with the dentist and she said they don't accept my insurance.
[AGENT][NEUTRAL] I'm sorry, that's up to the dentist's office. The only thing we can do is verify that you do have dental coverage and verify how, uh, the benefits. Um, I would say insist on they give us a call so we can verify that you do have dental coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But we don't have a, we wouldn't have a list of providers since we don't have a network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, good to know.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] That's all I needed thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.