AccountId: 011433970860
ContactId: 5cf120dc-e422-4321-9092-75726ae306ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177360 ms
Total Talk Time (AGENT): 58138 ms
Total Talk Time (CUSTOMER): 84028 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/5cf120dc-e422-4321-9092-75726ae306ac_20250114T18:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh yes, I was calling, um, this is a new dental insurance for me and my family. It's under my husband and I had a dental appointment scheduled for tomorrow, but they said they couldn't, they were, I don't know, they, they said they didn't recognize the insurance.
[CUSTOMER][NEUTRAL] Um, I went to the website, but I couldn't tell if I could determine what dentist's office I could go to here in my hometown.
[AGENT][NEUTRAL] OK, do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, it's um [PII].
[AGENT][NEUTRAL] And do you have his policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 21252.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Is your last name [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And you were wanting to know if there was a provider for this policy?
[CUSTOMER][NEUTRAL] Uh, it's where I could go cause I was going to the, um, it's called Clemson Modern Dentistry here in [PII], but they said that they didn't recognize it, so there was someone that I could do y'all have like a list of preferred providers?
[AGENT][NEUTRAL] I can help you with that. No, ma'am, this policy does not have a list of providers you can go to any dentist.
[CUSTOMER][NEUTRAL] Oh I can go to any dentist.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] If I, if I call them back, what should I tell them to do?
[AGENT][NEUTRAL] They can call and get the benefits for you. That's what they normally do once you give them your information. Just tell them it is not a PPO policy that you can go to any dentist.
[CUSTOMER][NEUTRAL] So tell them it is, so she asked me what a PPR. I told her I didn't know. So this is not a PPO.
[AGENT][NEGATIVE] No, ma'am, it is not.
[CUSTOMER][NEUTRAL] OK, alright, and I can just give them the number I called at [PII].
[AGENT][POSITIVE] Yes, ma'am, and they can call and we can give them the benefits and we can even fax it to them if they would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright well I'll go ahead and I'll call them back now thank you for helping me.
[AGENT][POSITIVE] You're welcome. Thank you, Ms. [PII], for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.