AccountId: 011433970860
ContactId: 6ea05a0b-faf6-4bcc-849b-7f03c708ec91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167490 ms
Total Talk Time (AGENT): 99650 ms
Total Talk Time (CUSTOMER): 48127 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/6ea05a0b-faf6-4bcc-849b-7f03c708ec91_20250210T20:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm just wondering like uh what places in [PII], [PII] uh takes uh APL for dental.
[AGENT][NEUTRAL] OK, you're needing to find a dental provider?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, let's get your plan pulled up and we'll see um what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah it is um.
[CUSTOMER][NEUTRAL] 02494880
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right. I'm just gonna verify some information really quick. Uh, can I get your date of birth please, [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. Uh, looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying all that information [PII] so this policy that you've got, uh, is not a part of a set network it pays a percentage of uh UCR so anywhere that you choose to go, um, you could just look up nearby providers that you'd like to go to, um, if they've not heard of APL or they're not quite sure what it would cover, they are more than welcome to give us a call and we can go over your benefits, um, with them.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, so just pick anybody and then and then go to see, OK.
[AGENT][POSITIVE] Yeah, you can ask if they, uh, some, you know, of course some might be aware of ATL and may not so you know I would ask and then if there's any confusion, uh, they can give us a call and we can kind of clear all that up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] Awesome awesome, but you, you're not sure what places in [PII] takes y'all.
[AGENT][NEUTRAL] Not necessarily um as this one is not a part of a set networkly, um, it is going to be up to each provider, of course, if they choose to take this coverage or not, or this insurance or not. Uh, that being said, if there are any that you've already received treatment and they just won't file the claims, you can still file those claims, um, just to, excuse me, typically, of course, would be easier if they were to do that for you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][POSITIVE] Awesome awesome thank you.
[AGENT][NEUTRAL] Alright, so is there anything else I can help you with?
[CUSTOMER][NEGATIVE] No thank you I think um everything is covered.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you bye bye.