AccountId: 011433970860
ContactId: 9121c0b7-bf50-46bb-ac80-0f0ded89614e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215880 ms
Total Talk Time (AGENT): 53933 ms
Total Talk Time (CUSTOMER): 83566 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/9121c0b7-bf50-46bb-ac80-0f0ded89614e_20250312T15:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII], and I'm trying to use my insurance card for my daughter for her dental, and everywhere I go they don't accept it. And if they do, they say I have to pay for it and then y'all reimburse me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yeah.
[CUSTOMER][NEUTRAL] I need to know somewhere where I can take her without having to do that.
[AGENT][NEUTRAL] All right, [PII], let's take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][POSITIVE] They got numbers and make it OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 02596630
[AGENT][NEUTRAL] All right, thank you. Let me pull this up here. Give me just one moment.
[AGENT][NEUTRAL] All right, and then for security, [PII], I need to verify please your date of birth, address, and email address.
[CUSTOMER][NEUTRAL] [PII] [PII]. Address [PII] credit card [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm about that.
[AGENT][NEUTRAL] And you're just looking for like a general dentist, is that correct?
[CUSTOMER][NEUTRAL] Right, right, I don.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me take a look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, I take it to that.
[CUSTOMER][NEUTRAL] That's why with the.
[CUSTOMER][NEUTRAL] You voted for that. You voted for that. I will though.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] on.
[AGENT][NEUTRAL] OK, so I've got a list of some providers. Do you want me to email this to you to your Gmail? Do you wanna write the names and numbers down? What works best for you?
[CUSTOMER][NEUTRAL] Uh, send it to my email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what would you say when you can?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] When you send it, you're gonna say ATL.
[AGENT][NEUTRAL] Um, it's coming from [PII], so it's probably gonna say [PII] because it's a provider list.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome. It's on its way.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Uh-huh, bye-bye.