AccountId: 011433970860
ContactId: 7a1760df-6961-469a-b405-1a7d55bbb28f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156220 ms
Total Talk Time (AGENT): 82540 ms
Total Talk Time (CUSTOMER): 66737 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/7a1760df-6961-469a-b405-1a7d55bbb28f_20250407T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling you from Dole Family Dentistry here in [PII]. How are you doing today?
[AGENT][NEUTRAL] Mhm, just fine. How are you?
[CUSTOMER][POSITIVE] Doing pretty good. I was just calling because our office was taken out by the tornado and we had to relocate. So is there anything that we need to yeah, it's totally fine. We're up and running now. Is there anything we need to submit to you guys, um, to keep the insurance just fine?
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see, and usually they'll send a faster recovery stuff to us when that does happen. Do you know what your group number is with us?
[CUSTOMER][NEUTRAL] Um, yeah, hang on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 1568033355.
[AGENT][NEUTRAL] 80.
[AGENT][NEUTRAL] OK, that's a long number. OK, yeah, it's a different number. So sorry, hang on, let me get to another screen. What was the name of it? family? What was the name of the?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII] Family Dental.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I think the majority of it was because of floors.
[CUSTOMER][NEUTRAL] Because some of them are coming from [PII] and some of the theaters are still closed off.
[AGENT][NEUTRAL] What's the doctor's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Let me see if we have it that way.
[CUSTOMER][NEUTRAL] She's chit chatting and figuring out what she.
[CUSTOMER][NEUTRAL] chat
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, why am I not pulling this up? This is crazy. It's with APL.
[CUSTOMER][NEUTRAL] Um, we, we might not be, um, in network with you. Does that matter?
[AGENT][NEUTRAL] No, I mean, no, if you, no, it shouldn't have anything to do with that if you have, I mean.
[AGENT][NEUTRAL] So
[AGENT][NEGATIVE] Yeah, you're probably not, you were OK.
[AGENT][NEUTRAL] So do we, we don't, so hang on.
[AGENT][NEUTRAL] So we don't insure your facility with your employees, is that what you're saying? You're just calling or do we, do you guys have APO?
[CUSTOMER][NEUTRAL] Um, yeah, you're just on my list of insurances, but we not might not be like in network.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah. Oh, OK, yeah. You don't need to do anything with us. We'll, yeah, we'll end up getting, um, I'll check with to see if we've got a disaster recovery, but yeah, I mean, we need to do something on our end for our policyholders um that are treated at your facility. So, yeah. OK.
[CUSTOMER][NEUTRAL] Uh, APL.
[CUSTOMER][NEUTRAL] OK, so, so everything should be fine?
[AGENT][NEUTRAL] Mhm, yeah, yeah, we're not gonna shut anybody's coverages up. OK, thank you, bye bye.
[CUSTOMER][POSITIVE] OK all right thank you.
[CUSTOMER][NEUTRAL] Bye bye.