AccountId: 011433970860
ContactId: 5e46aeb3-57ec-49d4-a122-315bf389c8fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346269 ms
Total Talk Time (AGENT): 119905 ms
Total Talk Time (CUSTOMER): 112982 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/5e46aeb3-57ec-49d4-a122-315bf389c8fd_20250303T16:01_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Um, I was calling to see, um, my, uh,
[CUSTOMER][NEUTRAL] With my, uh, with my dental insurance be intact?
[AGENT][NEUTRAL] Is your dental insurance, I'm sorry, can you repeat the question?
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] I was trying to see how long my dental insurance be active.
[AGENT][NEUTRAL] Oh, OK. I can check um your dental insurance for you. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, TYE
[CUSTOMER][NEUTRAL] BAR.
[CUSTOMER][NEUTRAL] IOUs.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is let me find it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number is 0258.
[CUSTOMER][NEUTRAL] 0767
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[CUSTOMER][NEUTRAL] Put it, put it down.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so there it is, can you, uh, verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also for security reasons can you give me your address, phone number and email address please, sir?
[CUSTOMER][NEUTRAL] I know what your mama bro.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And email we go in there with your mama. Go in there with your mama.
[CUSTOMER][NEUTRAL] You know, man.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and can you repeat that address one more time? I think I have different address for you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No sir, I have um a different address. Have you moved recently?
[CUSTOMER][NEUTRAL] It's [PII]? I'm in [PII].
[AGENT][NEUTRAL] Yes, that's the one I have.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK. All right, thank you so much for verifying your policy for me.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] This policy has been active since.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] When does it end?
[AGENT][NEUTRAL] Uh, I don't have a termination date for you. I'm showing the policy is still active.
[CUSTOMER][NEUTRAL] OK, and can you tell me which, uh, what, what are y'all um
[CUSTOMER][NEUTRAL] It's like a certain, certain, a certain uh uh asking do you know which y'all.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Are you talking about buyrs people you can go to the dentist too?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK, let me give you, give you our website.
[CUSTOMER][NEUTRAL] Oh I know.
[AGENT][NEUTRAL] So that you can look up all the dentists that you can go to.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, it's like [PII].
[CUSTOMER][NEUTRAL] You said what is it again?
[AGENT][NEUTRAL] AM
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] When you get on that website at the top right hand corner in the search bar you're gonna put in provider.
[CUSTOMER][NEUTRAL] You gonna put what?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Provider
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Then after you put in provider it's gonna take you to another page and you're gonna click on provider resources.
[CUSTOMER][NEUTRAL] Providing any resources.
[AGENT][NEUTRAL] And then you'll put in your zip.
[AGENT][NEUTRAL] Provider resources.
[AGENT][NEUTRAL] Once that page you'll put in your zip code and it'll bring up all the providers that take your insurance in your area.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII], is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[CUSTOMER][NEUTRAL] Hi mama.
[AGENT][POSITIVE] Alright, well you have a blessed day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][NEUTRAL] Mm bye-bye, sir.
[CUSTOMER][NEUTRAL] Oh, what do you mean that?