AccountId: 011433970860
ContactId: 68f5dc33-b094-40f0-928f-208d2565e98d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 701650 ms
Total Talk Time (AGENT): 172747 ms
Total Talk Time (CUSTOMER): 144217 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/68f5dc33-b094-40f0-928f-208d2565e98d_20250403T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I'm calling her because um.
[CUSTOMER][NEGATIVE] I never received my my card in the mail for my insurance, my, my billing insurance, and I'm trying to go have a teeth pulled man tomorrow.
[AGENT][NEUTRAL] OK. Um, do you know your policy number?
[CUSTOMER][NEUTRAL] No, ma'am, I don't.
[AGENT][NEUTRAL] OK um can you give me your name and your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. My phone number is area code [PII].
[AGENT][POSITIVE] Thank you, sir. And then, um,
[AGENT][NEUTRAL] Can you give me your social security number and I can try to pull your policy in that way, sir.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][POSITIVE] OK, thank you very much. And let me find that policy real quick.
[AGENT][NEUTRAL] It can be just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], I'll need for you to verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It should be [PII].
[CUSTOMER][NEUTRAL] And the email is [PII].
[CUSTOMER][NEUTRAL] And the phone uh, what else, what all did I give you, man? What else I need to give you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir. I can hear you.
[AGENT][NEUTRAL] And that email address?
[CUSTOMER][NEUTRAL] I said
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] I'm gonna put you on a I.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm gonna put you on a short hold while I get that email sent over to you with your card, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you very much for holding for me, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Mr. [PII], this is [PII] back with you again. I have that email on its way to you with your card attached, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Ms. [PII], I got a, I got a question to ask you. Um, this is a certain dentist I have to go to or anything with this insurance?
[AGENT][NEUTRAL] Uh, let me give you our website so you can search for your provider there. Um, it is.
[AGENT][NEUTRAL] I, uh, yes, sir.
[CUSTOMER][NEUTRAL] How long does mean?
[CUSTOMER][NEUTRAL] Go ahead, hold on, hold on, hold on.
[AGENT][NEUTRAL] Yes, sir, I can hear you.
[CUSTOMER][NEUTRAL] Now what is
[AGENT][NEUTRAL] It's A like [PII].
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you get in there in the search bar, you're gonna put in provider.
[AGENT][NEUTRAL] And then once you put in provider you push enter and go to provider resources.
[CUSTOMER][NEUTRAL] Hold, hold on just a minute, man. I'm trying to hold on just a minute.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. OK, sir.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Give me [PII] uh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Yeah I'm probably [PII] it's not pulling up.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This is the American public life.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I'm, I'm on it now now what I need to see.
[AGENT][NEUTRAL] So you're gonna go to the search bar on the top right hand where the little magnifying glasses and type in provider.
[CUSTOMER][NEUTRAL] What I need to do.
[CUSTOMER][NEUTRAL] 5.
[AGENT][NEUTRAL] And when you push enter you'll see provider resources and you're gonna click on that.
[AGENT][NEUTRAL] After you click on provider resources it give you an option to search for a provider and you just put in your zip code and it'll pull up the providers in your.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, it says search for dental providers. OK, I really appreciate it, man.
[AGENT][NEUTRAL] Do you see where you could put in your zip code and you can pull up the providers in your area?
[CUSTOMER][NEUTRAL] Um, it's telling me to do something different.
[CUSTOMER][POSITIVE] Yes they provide such.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, um, once you put provider in the search bar and press enter you'll go to provider resources.
[AGENT][NEUTRAL] And click on that.
[CUSTOMER][NEGATIVE] No, it didn't go to to provide the resources, man.
[AGENT][NEUTRAL] And you're at
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] You did um [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. I got the uh I got the APL search results.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] At the top right hand corner where it says search the site that's where you put in provider.
[CUSTOMER][NEGATIVE] Mm no.
[CUSTOMER][NEUTRAL] I'll put that in
[CUSTOMER][NEUTRAL] And it said provider resources frequently ask questions.
[AGENT][NEUTRAL] Yes, yes, yes, that's go to provider resources.
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] And where it says to search for a provider that's you'll click on that.
[AGENT][NEUTRAL] And put in your zip code.
[CUSTOMER][NEUTRAL] Search for dental, search for dental provider.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. It, it got step one.
[CUSTOMER][NEUTRAL] But down narrow the search down.
[CUSTOMER][NEUTRAL] Provider, I guess you gotta uh fill all this all the information in.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, alright, thank you ma'am.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with, Mr. [PII], before we go?
[CUSTOMER][POSITIVE] That's it thank you man. You have a great day.
[AGENT][POSITIVE] You have a wonderful day too, [PII]nd thank you for calling APL, sir.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, bye-bye.