AccountId: 011433970860
ContactId: 7a73ae01-f225-4563-9a51-a0081a0fc920
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204740 ms
Total Talk Time (AGENT): 87806 ms
Total Talk Time (CUSTOMER): 82396 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/7a73ae01-f225-4563-9a51-a0081a0fc920_20250509T15:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. Can you hear me?
[AGENT][NEUTRAL] A little bit, yes.
[CUSTOMER][NEUTRAL] OK, um, network. So, just, OK, I just got this insurance for my job and I wanted to know, do you, do you have any locations that accept this insurance?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like, could you or is there a website I can maybe go on to see?
[AGENT][NEUTRAL] Yeah, let me take, let me take a look at your policy and see what type of policy you have, but I can definitely help you um finding providers. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected? And then do you have your card there with you?
[CUSTOMER][NEUTRAL] I do. [PII].
[AGENT][NEUTRAL] Thank you. And then on the card, do you
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh no, you go ahead.
[AGENT][NEUTRAL] I was just gonna ask on the card, do you see anywhere that says in hospital or outpatient policy er number?
[CUSTOMER][NEUTRAL] So you
[CUSTOMER][NEUTRAL] Um, yes, 0261.
[CUSTOMER][NEUTRAL] 9661.
[AGENT][POSITIVE] OK, hold on one moment, thank you for that.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email is [PII] and my mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment, I'm just pulling up your dental policy so I can see um what type of network you're on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so there's two ways. Um, I can give you the phone number to Carrington to get the list of providers or if you wanted to go on our website, um, you could, the list is the same whether you call or go online.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'll take the phone number if you don't mind.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So the phone number is [PII].
[AGENT][NEUTRAL] 290.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much, you know, you just give them a call and they'll let me, let me know.
[AGENT][NEUTRAL] Yes, ma'am, they're gonna ask you for your zip code, um, and like how far out, you know, like miles you're willing to travel, and then they'll give you a list in your area. They may offer to email it to you also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'd be great. Uh, yeah, I prefer email. I check my emails every day. OK. Thank you so much and you have a great weekend.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that will be all. Bye.
[AGENT][NEUTRAL] Alright, well, thanks for calling ATM. Bye.
[CUSTOMER][NEUTRAL] OK.