AccountId: 011433970860
ContactId: 30d98e40-b5d5-45f8-8d7f-a78382c1d1a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153190 ms
Total Talk Time (AGENT): 74556 ms
Total Talk Time (CUSTOMER): 56722 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/30d98e40-b5d5-45f8-8d7f-a78382c1d1a2_20250319T16:14_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Um,
[CUSTOMER][NEUTRAL] I'm wondering, like, I'm looking for like what dentists people would take.
[CUSTOMER][NEUTRAL] We take the insurance.
[AGENT][NEUTRAL] Well, we don't have a list of providers, um.
[AGENT][NEUTRAL] As far as the network since we don't have one, but what is your name and policy number, please?
[CUSTOMER][NEUTRAL] Um, it would be my dad.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It will be my dad's name and stuff. It's um [PII].
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 02300.
[CUSTOMER][NEUTRAL] 281.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and [PII], verify your date of birth for me, please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, well, with uh your dental policy that you're on, we don't have a network, meaning you can go to any dental provider, uh, we wouldn't have a list of providers that will accept the insurance. So the policy is open, you can give them our information and they can call and verify benefits.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Wait.
[CUSTOMER][NEUTRAL] OK, but like last time I spoke to somebody and she like showed me like, she told me something to go to on the website. So like I'm on the website because the last time it showed me a list of providers.
[AGENT][NEUTRAL] Well, you can go to the website, but with your type of policy, uh, there's not a network, meaning if you're open to go to a policy, um, on the website at [PII] under the provider search, um, you can look for a dentist that's in your area, but whether you go to that dentist or not, there's not a network.
[CUSTOMER][NEUTRAL] But I just
[AGENT][NEUTRAL] You can give them your policy number and our phone number and they can call and we can verify benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye.