AccountId: 011433970860
ContactId: 8f65c7e2-8ea2-4dda-8cf3-f67560e6280c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 454690 ms
Total Talk Time (AGENT): 192550 ms
Total Talk Time (CUSTOMER): 86650 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/8f65c7e2-8ea2-4dda-8cf3-f67560e6280c_20250506T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I was trying to figure out where to go to, uh, see about dentists that take my insurance.
[AGENT][NEUTRAL] Um, sure, um, that will.
[CUSTOMER][NEUTRAL] Or, or if you can, or, or if you could tell me a place in where I live at that accepts it.
[AGENT][NEUTRAL] Uh, sure, I can assist you to locate any um uh provider that is in network within your dental policy. Um, Mr. [PII], do you happen to have your policy number on hand?
[CUSTOMER][NEUTRAL] Uh, yes, I got 20.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 396589
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 89. All right.
[AGENT][NEUTRAL] I'm gonna go ahead and repeat the number just to make sure I have it correct.
[AGENT][NEUTRAL] 20396589.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I believe that it is one character longer than what we usually have. It starts with a 02, usually.
[AGENT][NEUTRAL] 401.
[CUSTOMER][NEUTRAL] I got a 0. It's a, it's a this here it's a 02396589. That's what's on my card.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] That I have that y'all sent me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I probably got it backwards with the 2 and the 0. I apologize for that.
[AGENT][NEUTRAL] Alright, and let me just a second to pull it up.
[AGENT][NEUTRAL] All right. And just for verification steps and also to make sure we have your information correct. Correct. Sorry, can you tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] My address, I called to get that changed so it should be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that is what we have.
[CUSTOMER][NEUTRAL] OK, OK, because if not I have the, I still remember my old address.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] All right. And um lastly, your date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you very much. And I will be, um, since I already went ahead and verified, I will be asking, are you already familiar with the um online service center with APL?
[CUSTOMER][NEUTRAL] No, I'm not.
[AGENT][NEUTRAL] OK, um, before I transfer you with the care team who is responsible to, um, pretty much telling you who or which providers are within the network, I will recommend, um, let's see really quick, what email do we have here?
[AGENT][NEGATIVE] The wrong one.
[AGENT][NEUTRAL] Um, APL has a website where you can um enter your information and you will have an account with us. I do believe that that is the, the way that you can find your um providers that are within network with your policy, but um I will go ahead and transfer you with the care team which will go ahead and assist you with that. Does that sound OK?
[CUSTOMER][POSITIVE] That sounds fine.
[AGENT][NEUTRAL] All right, um, and just to make sure we have the email correct, um, can you verify it for me, please?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you very much. All right. I will go ahead and connect you with the care team will, that will be assisting you further, right?
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient, Mr. [PII]. Um, I do see here that all of our agents are in a call right now. Would you like me to place you on a queue to hold up your spot?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] All right. Um, since I will be just, um, leaving you on the queue, you might have to uh repeat again, uh, your policy number. Um,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm. All right. I will go ahead and place you on the queue.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have Mr. [PII] on the line. He is requesting to us to provide um the providers that are within network with his dental policy.
[CUSTOMER][NEUTRAL] OK, do you have the policy number?
[AGENT][NEUTRAL] Mhm. That is 239.
[AGENT][NEUTRAL] 658 9.
[CUSTOMER][NEUTRAL] And he's been verified?
[AGENT][NEUTRAL] Yes, he's fully verified.
[CUSTOMER][NEUTRAL] OK, is the number on file his callback?
[AGENT][NEUTRAL] Yes, that will be the same one.
[CUSTOMER][POSITIVE] OK, thank you so much. I'll I'll send him on through.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You are