AccountId: 011433970860
ContactId: 7a37aa02-79ee-4a0b-aa40-38ac971026fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 518330 ms
Total Talk Time (AGENT): 193546 ms
Total Talk Time (CUSTOMER): 113940 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/7a37aa02-79ee-4a0b-aa40-38ac971026fe_20250414T12:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I'm trying to find a provider that's within my network.
[AGENT][NEUTRAL] OK, yes, sir, I can help you with that. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] And what is your name, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, and you said 60801.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is um
[AGENT][NEUTRAL] Belongs to someone else, so just stay in.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Could you spell your last name for me?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Being wise.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said that your first name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this a recent policy or have you had this for a while?
[CUSTOMER][NEUTRAL] I, I got it about a month ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think I do. Are you in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do see your policy.
[AGENT][NEUTRAL] And can I get you to verify your birthday and address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and will you also verify your email address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I appreciate that. Now this is a dental policy for you, so you're looking for dental providers.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Now, I can um
[AGENT][NEUTRAL] I am pulling that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I can send you um
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] A list of providers in your area and I can also send you instructions on how to search the website.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But if I use your zip code, is that OK to search for providers that way?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And could you tell me um like
[CUSTOMER][NEUTRAL] With my, my covers covered.
[AGENT][NEUTRAL] OK, now I will need to transfer you to our benefits department for that, but I can sure do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, um, and just give me a few minutes to get this provider list together and I will definitely get that emailed over to you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and um if you don't mind, I will go ahead and transfer you to our benefits department and they can let you know what your benefits are.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But is there anything else I can do for you?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] That'll be all. So how long would it take before I get the list?
[AGENT][NEUTRAL] Uh, maybe 5 or 10 minutes, not long.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] OK, thank you, thank you. And hold on uh for that transfer and someone will be on the line in just a minute.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] OK. You're welcome. But is there anything else I can do for you before I transfer you?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK. Thank you, Mr. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, this is [PII]. Um, I have an insured on the line that wants to speak to someone about his dental benefits. Um, am I, are we supposed to transfer them to the care team?
[AGENT][NEUTRAL] Or, OK.
[CUSTOMER][NEUTRAL] Yes, what, what product is it?
[AGENT][NEUTRAL] Um, it said, yeah, let me get dental, yes. OK, good. Um, the policy, like, I, it's like, where do you send this?
[CUSTOMER][NEUTRAL] Oh, you said dental. Yeah, we'll take it.
[AGENT][NEUTRAL] The policy number is 2603732.
[CUSTOMER][NEUTRAL] And who's on the phone?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do have his callback number?
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] [PII]. 0, I thought he said [PII].
[CUSTOMER][POSITIVE] OK, and congratulations on your new business.
[AGENT][POSITIVE] Thank you, thank you. Yes, that's right. Yes, yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, alright, got it.
[AGENT][POSITIVE] But thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] You can send her through.
[AGENT][POSITIVE] OK, and he's been fully verified and he called um for a provider in his area and I'm getting a list to him so and then he want benefits.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Very good. OK, thank you.
[AGENT][POSITIVE] All right. Thank you. Here he comes.
[CUSTOMER][NEUTRAL] Uh bye bye.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, I'm gonna further assist you with, uh, your benefits under your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.