AccountId: 011433970860
ContactId: 426dddad-6540-4dda-878f-8df86aaeb6a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208839 ms
Total Talk Time (AGENT): 105693 ms
Total Talk Time (CUSTOMER): 72314 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/426dddad-6540-4dda-878f-8df86aaeb6a1_20250113T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help?
[CUSTOMER][NEUTRAL] Yes ma'am, um.
[CUSTOMER][NEUTRAL] I am trying to find a dentist.
[CUSTOMER][NEUTRAL] In my area and I'm uh see in in in in in in network and it's just covered by this insurance.
[AGENT][NEUTRAL] OK. I can help you with your dentist, sir. Can you please give me your name and your callback number just in case our call is dropped.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] 02318753
[AGENT][NEUTRAL] OK, let me pull in your policy real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then I'm also gonna need for you to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII] and what else did you need?
[AGENT][NEUTRAL] Your email address please.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] OK, thank you so much, sir, for verifying that information for me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so looking at your policy, what I'm going to do is uh we have a website that you can go to to find a provider and that that website is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am [PII].
[AGENT][NEUTRAL] Like, like [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII] right.
[AGENT][NEUTRAL] Um, once you get to that website up in the very right hand corner it says search the site and you're gonna put provider in there.
[AGENT][NEUTRAL] And then if you scroll.
[CUSTOMER][NEUTRAL] OK, let me write this down, right.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Right corner, uh, put, uh, click on what provider.
[AGENT][NEUTRAL] Yeah, you wanna search a provider in the search site.
[CUSTOMER][NEUTRAL] Search for that.
[AGENT][NEUTRAL] And then you're gonna, um, choose.
[AGENT][NEUTRAL] Provider and resources.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna then you're gonna search dental providers, it's gonna be at when you put in provider resources you're gonna search dental providers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the rest of it is just basically uh your information, your zip code, and it'll pull the um providers that are in your area.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I will do. Thank you.
[AGENT][POSITIVE] OK, you're so very welcome, sir. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright well you have a good day, [PII] and thank you so much for calling APL.
[CUSTOMER][POSITIVE] You too thank you.