AccountId: 011433970860
ContactId: 39b35069-bd9b-4eaf-986a-1df105e5ee46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217179 ms
Total Talk Time (AGENT): 121396 ms
Total Talk Time (CUSTOMER): 51973 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/39b35069-bd9b-4eaf-986a-1df105e5ee46_20250114T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. Um, I just wanted to check uh on my, uh, dental insurance.
[CUSTOMER][NEUTRAL] And uh wanted to find out if, if a specific dentistry is in my plan or not. Uh, will you be able to tell me that?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yes, sir. I can help you submit with your benefits. Uh, can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, my policy number is 02488477.
[AGENT][NEUTRAL] OK, let me pull in your policy real quick.
[AGENT][NEUTRAL] OK, submit, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And then also I'll need for you to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] and the email ID is [PII].
[AGENT][NEUTRAL] OK, thank you. And the number that you gave me to call you back if we get disconnected, is that your cell phone?
[CUSTOMER][POSITIVE] Uh, that's correct, yes.
[AGENT][POSITIVE] Yes, thank you. I appreciate you verifying that information for me. OK, let me look at your policy real quick.
[AGENT][NEUTRAL] OK, and this is just to verify your coverage. It's not a guarantee of payment. Uh, you can uh find providers. I'm gonna give you a website to go to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It, it is [PII].
[AGENT][NEUTRAL] And when you get up.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII], yes, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Once you get on that website in the search bar, put provider.
[AGENT][NEUTRAL] And then search provider.
[AGENT][NEUTRAL] Then it will take you to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm going to put it in so I could tell you exactly what it says, then it's going to take you to.
[AGENT][NEUTRAL] Provider resources you'll click on provider resources.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it's just putting in your zip code, they'll, and it'll pull up all the providers that are in your area.
[CUSTOMER][NEUTRAL] OK. OK. Yeah, sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there any anything else submit that I can help you with before we go?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] No, I think I'm good for now.
[AGENT][POSITIVE] OK, good. All right, well you have a wonderful day, [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Thank you, [PII]. Bye.
[AGENT][POSITIVE] You're welcome. You're welcome, sir. Bye-bye.