AccountId: 011433970860
ContactId: 7b0aca44-e7af-45e7-b47f-67527ccfe753
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161880 ms
Total Talk Time (AGENT): 84584 ms
Total Talk Time (CUSTOMER): 45168 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/7b0aca44-e7af-45e7-b47f-67527ccfe753_20250204T19:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, I wanted to see if I can get a list of um offices that accept this insurance.
[AGENT][NEUTRAL] OK, can I please get
[CUSTOMER][NEUTRAL] Dental insurance a lot of dentists that
[AGENT][POSITIVE] Yes ma'am, can I please get your name and your call back number just in case our call is dropped so I can help you find a provider.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 1246519
[AGENT][NEUTRAL] OK, let me look that policy up.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then for security purposes, can you please verify your address, phone number, and email address that we have on the policy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And email I don't know if it's mine or my husband's but um [PII] or it could be at [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] All right. And let's go ahead and what I'm going to do is I'm gonna refer you to our website. Uh, that website is uh A like [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Once you get on the website you're going to type in in the right hand corner it has a search little um magnifying glass you're gonna type in provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Once you type in provider, you're gonna go ahead and um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Click on provider resources.
[AGENT][NEUTRAL] Once you click on provider resources it'll bring up an area where it says search for provider you'll click on that and then you'll just follow the prompts with your um zip code and it'll bring up the providers in your area.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thanks.
[AGENT][POSITIVE] You're so welcome. You have a great day and thanks for calling APL Miss [PII].
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Bye-bye.