AccountId: 011433970860
ContactId: 804b424a-a50c-4b53-8fe0-9618cb9c2276
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121250 ms
Total Talk Time (AGENT): 53462 ms
Total Talk Time (CUSTOMER): 68081 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/804b424a-a50c-4b53-8fe0-9618cb9c2276_20250304T20:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my workplace offers group dental through APL, and I'm in [PII]. I just don't know if any of my providers are included in your network. It's a PPO plan. Does that I, I just have this pamphlet. I really don't have much information.
[AGENT][NEUTRAL] OK, um, actually, can I, um, you don't remember your policy number that you had with us?
[CUSTOMER][NEUTRAL] I don't have one yet. I'm just trying to determine if I should sign up or not because I just don't know if like my providers are in the network if it makes any sense for me do you know what I mean?
[AGENT][NEUTRAL] Oh, not yet. OK.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] It makes sense, right, it makes sense, perfect sense. Let me give you our website, um, it's [PII].
[CUSTOMER][NEUTRAL] [PII] public, OK.
[AGENT][NEUTRAL] And then once you get into the website um you're gonna in the search bar put provider.
[CUSTOMER][NEGATIVE] Oh, I did go to the website and it's like putting in Dennis and I not.
[AGENT][NEUTRAL] Yeah, put in provider and then it'll take you to another page and what takes you to the second page, click on provider resources.
[CUSTOMER][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] And then you can put in your zip code and it'll pull the providers up in your area that accept our insurance.
[CUSTOMER][NEUTRAL] OK, I do that. Where do I do that at? I have, 00, I just put it in the search bar, is that where I put it?
[AGENT][NEUTRAL] Right in the search bar you put in provider.
[CUSTOMER][NEUTRAL] Which is
[CUSTOMER][NEUTRAL] Oh, I did that and then I, I got to where it's, I went to the provider resources and then where oh see search I'm so sorry, search dental providers thank you OK.
[AGENT][NEUTRAL] Yes, ma'am. That's it.
[AGENT][POSITIVE] Yes, ma'am. You're so very welcome.
[CUSTOMER][POSITIVE] Thank you so much. All right.
[CUSTOMER][POSITIVE] Have a good day. Bye bye.
[AGENT][POSITIVE] You have a great day too thanks for calling APL bye bye.