AccountId: 011433970860
ContactId: 42e820d5-ddc8-4c5d-9ca8-5c2bc2ddff1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151940 ms
Total Talk Time (AGENT): 68451 ms
Total Talk Time (CUSTOMER): 53547 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/42e820d5-ddc8-4c5d-9ca8-5c2bc2ddff1c_20250430T17:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, I'm trying to see uh who are my providers.
[CUSTOMER][NEUTRAL] My dental providers where I can use my dental insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Um, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII]. Do you have the policy number?
[AGENT][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Do you have the policy number with us? Yes.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, oh, yes, no, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, policy number is 02.
[CUSTOMER][NEUTRAL] 607-024.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Um, [PII] email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] OK, so you have one of the basic dental policies. If you do not know where to go, um, we have, um, you can search with your phone through our website and it will give you a list. Um, I can probably give you a couple of them over the phone, but if you need like a list of them, you can get it through the website.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, you just give me a couple because I did go to [PII] and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If they don't, do they accept y'all?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, I did. OK, I just, that's my that was my, I don't know. I also had a dentist.
[CUSTOMER][NEUTRAL] I don't know the name but it's up there in [PII]'s. But uh I'll go hit the website and see.
[AGENT][NEUTRAL] OK, so you go to [PII]. Again, that's Am like in the morning, [PII].
[CUSTOMER][NEUTRAL] It it
[CUSTOMER][POSITIVE] Yes ma'am. OK, thank you ma'am.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Oh, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day. Good afternoon.