AccountId: 011433970860
ContactId: 75a2c8f5-e10b-42ed-87a3-507957e4a672
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145429 ms
Total Talk Time (AGENT): 44232 ms
Total Talk Time (CUSTOMER): 66802 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/75a2c8f5-e10b-42ed-87a3-507957e4a672_20250429T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, are you there?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm here. I'm sorry. I had it on mute so you didn't hear my kids and here screaming, um.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] I need to find out if if this dentist is in the network or not.
[AGENT][NEUTRAL] Of course I can help you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes it's 019.
[CUSTOMER][NEUTRAL] 82025
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK and then what's a good call back number in case our call gets dropped?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then can I have your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, do you need mine or my husband's in his, it's in his name?
[CUSTOMER][NEUTRAL] Does it matter?
[AGENT][NEUTRAL] Are you on the policy?
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] OK, yeah, just yours and
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK. [PII], what else did you need? I'm sorry.
[AGENT][NEUTRAL] Uh, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then can you verify the mailing address on file?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] If someone wait for it and if someone falls apart.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so for your policy there is no specific network you just pick the provider.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. Um, because they were asking me and
[CUSTOMER][NEUTRAL] You know, that they
[CUSTOMER][NEUTRAL] Needed to know if I was in the network, so they, they, everybody should take it, right? Is that what you're saying?
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK. All right. um, well I'll call them back and let him know then.
[AGENT][NEUTRAL] All right, yeah, is there anything else I can help you with?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I think that's it.
[AGENT][POSITIVE] OK, well thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye.
[CUSTOMER][NEUTRAL] Bye bye.