AccountId: 011433970860
ContactId: 82d82a90-1b41-40dc-8d98-3a41d55fd97c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288739 ms
Total Talk Time (AGENT): 108796 ms
Total Talk Time (CUSTOMER): 91214 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/82d82a90-1b41-40dc-8d98-3a41d55fd97c_20250204T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, [PII], me and my husband have, uh, dental insurance to y'all, and I was just need to find out if y'all had a list.
[CUSTOMER][NEUTRAL] Uh, dentist who take, uh, in the [PII] area that takes y'all's insurance.
[AGENT][NEUTRAL] OK, um, I can help you with provider. Can you please um give me your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And it'll be [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Uh, let me find that right here, right here.
[CUSTOMER][NEUTRAL] Uh, would that be the policy certificate number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 02465251
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then for security reasons, I'll need for you to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Uh, [PII], uh, the you might have my phone number would be [PII].
[CUSTOMER][NEUTRAL] And then what else was it?
[AGENT][NEUTRAL] The email address
[CUSTOMER][NEUTRAL] Uh, email address would be [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate verifying that information for me. So I'm going to um
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, I'm sorry you're cutting out.
[AGENT][NEUTRAL] You to
[AGENT][NEUTRAL] Oh, OK, let me try.
[CUSTOMER][NEGATIVE] You're cutting out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm sorry, you're cutting out.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Miss [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yes, I can hear you now.
[AGENT][NEUTRAL] Hello?
[AGENT][POSITIVE] Oh yay, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm going to refer you to our web.
[CUSTOMER][NEUTRAL] There we go.
[AGENT][NEUTRAL] Yes, I'm going to refer you to our website, um.
[CUSTOMER][NEUTRAL] OK, now you can back out again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] It is um the website is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hang on here
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you get on that website in the right hand corner it's gonna say search the site.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you're gonna choose provider you're gonna be provider.
[AGENT][NEUTRAL] OK, once you type in provider you're gonna go down to where it says um provider resources.
[AGENT][NEUTRAL] And click on provider resources.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna see um in orange it says search dental providers you'll need to click on that and put your zip code in and they'll bring up the providers in your area.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you very much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Sorry about the phone acting crazy. I hope you guys have a great day.
[CUSTOMER][NEUTRAL] It's alright. It
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Alright, you take care. Thanks for calling on APL.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What I can't.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] I am.