AccountId: 011433970860
ContactId: 5fba6462-1a2b-4370-914a-467963fa4251
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292920 ms
Total Talk Time (AGENT): 122079 ms
Total Talk Time (CUSTOMER): 99439 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/5fba6462-1a2b-4370-914a-467963fa4251_20250604T19:45_UTC.wav
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[AGENT][POSITIVE] Thank you for PL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm trying to find a dentist through the insurance I have toy and I cannot find one that is in that network.
[AGENT][NEUTRAL] OK, I can help you find a dentist. May I please get your name name back number just in case the call's dropped.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] My number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Um 02.
[CUSTOMER][NEUTRAL] 621-616
[AGENT][NEUTRAL] OK, let me pull up your policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify for me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] County Road 97.
[CUSTOMER][NEUTRAL] Flat Rock, Alabama.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The phone number is [PII].
[CUSTOMER][NEUTRAL] And what else did you name him?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][POSITIVE] Yes, ma'am. That's what I'm showing. Thank you very much, Ms. [PII], for verifying your policy for me.
[AGENT][NEUTRAL] OK, so you're gonna need to go to our website. Let me give you that address.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You just let me know when you're ready.
[CUSTOMER][NEUTRAL] I, is this the one that's on the back of the card, the [PII]?
[AGENT][NEUTRAL] Yes, once you get in there you're gonna in the search bar you're gonna type in provider the search bars in the top right hand corner.
[AGENT][NEUTRAL] You'll type in provider.
[AGENT][NEUTRAL] Once you type in provider.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] You'll go
[AGENT][NEUTRAL] You'll click on provider resources.
[AGENT][NEUTRAL] And after you click on provider resources you can put in your zip code and it'll pull in all the dentists in your area that take your plan.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] OK, cause last time I tried getting on the website, it could not find.
[CUSTOMER][NEUTRAL] No, anything.
[CUSTOMER][NEGATIVE] Right, I tried putting in my group number and everything and it was not doing nothing. I said it couldn't find me.
[AGENT][NEUTRAL] Now your
[AGENT][NEUTRAL] You're going to, you're not going to the online service center, you're going to our website which is the [PII].
[CUSTOMER][NEUTRAL] OK, and I hear what
[AGENT][NEUTRAL] In the top right hand corner.
[AGENT][NEUTRAL] Above the man's head you're in that search bar where the magnifying glass is you're gonna type in provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then it'll pull up another page for you and you're gonna click on provider resources.
[CUSTOMER][NEUTRAL] A lot.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, it brought me to where I put in providers.
[CUSTOMER][NEUTRAL] And then it's got me well how I say it.
[AGENT][NEUTRAL] Yeah and then after you click on provider resources you'll have to put in your social security card in the search for provider.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Your, I'm sorry, not your social, your zip code.
[AGENT][NEUTRAL] And then it'll pull up the providers in your area.
[CUSTOMER][NEUTRAL] All right, so I just hit, so it stand up providers.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I think I got it.
[AGENT][POSITIVE] Awesome. OK. Well, if you need any more help, Ms. [PII], always feel free to call us, OK?
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] You're welcome you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Bye-bye, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.