AccountId: 011433970860
ContactId: 729ab8e4-50c1-4b1c-8bd5-00d702c2d403
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250479 ms
Total Talk Time (AGENT): 106650 ms
Total Talk Time (CUSTOMER): 102820 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/729ab8e4-50c1-4b1c-8bd5-00d702c2d403_20250328T16:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, how you doing, ma'am? Um, I was trying to see what, uh, dental places in my area service the, uh, dental insurance that I have now for ATL.
[AGENT][POSITIVE] OK. Yes, sir. I can help you find a provider.
[AGENT][NEUTRAL] Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what is your policy number? Yes sir, go ahead.
[CUSTOMER][NEUTRAL] And the policies
[CUSTOMER][NEUTRAL] 0202594673 and that's 02594673.
[AGENT][NEUTRAL] OK, let me pull in your policy, [PII]. Can you please um verify your date of birth for me, sir?
[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][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]. Phone number is probably [PII] and what was the last question?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you I appreciate that and that phone number that you gave me is that a good one to call you back on if we get disconnected?
[CUSTOMER][NEUTRAL] Uh, you can call me on another number if you can put both of them down, that's fine.
[AGENT][NEUTRAL] OK, what's the
[CUSTOMER][NEUTRAL] And the other number is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you, sir. OK.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I'm sorry, OK, I was just making sure that's the correct number [PII].
[AGENT][NEUTRAL] It's OK.
[AGENT][POSITIVE] Yes sir that's the number I have thank you very much for verifying that for me. OK, so I'm going to give you a website it's.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir. Once you get into that website in the top right hand corner is the search bar and you're gonna type in provider.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Once you type in.
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] Provider
[AGENT][NEUTRAL] And you push enter the next step you're gonna take is you're gonna click on provider resources.
[AGENT][NEUTRAL] And then after you click on provider resources you're gonna click the option to search for provider.
[AGENT][NEUTRAL] And click on that and.
[CUSTOMER][NEUTRAL] Search dental providers.
[CUSTOMER][NEUTRAL] And that'll be it, just fill out all the information.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm like in a parenting, uh, solutions, uh, where they provide a search step one and step two and all that.
[AGENT][NEUTRAL] No, you're at [PII] in that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, and then once I typed in provider and then provider search it was another page that popped up with the steps on there looking for it.
[AGENT][NEUTRAL] Right. You're gonna type in your zip code and your zip code will pull up the providers in your area that accept that insurance.
[CUSTOMER][NEUTRAL] OK, I.
[CUSTOMER][NEUTRAL] OK, and that, and that'll be it.
[AGENT][POSITIVE] Yes sir, that's it it'll pull everybody up.
[CUSTOMER][POSITIVE] Oh, OK, OK, thank you very much.
[AGENT][POSITIVE] You're very welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That's it now.
[AGENT][POSITIVE] Alright well you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am you have a good one.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I shoot you.
[CUSTOMER][NEUTRAL] Just like you got to pay.