AccountId: 011433970860
ContactId: 9143d7b8-4f8c-4400-b99a-bddc15ec6b55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337190 ms
Total Talk Time (AGENT): 130785 ms
Total Talk Time (CUSTOMER): 60451 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/9143d7b8-4f8c-4400-b99a-bddc15ec6b55_20250317T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to find out about um.
[CUSTOMER][NEUTRAL] If there was a dentist, like one of the dentists that's in our area, if they were in the network.
[AGENT][POSITIVE] OK, I'm happy to check for you. Uh, do you have your policy number? I can pull that up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is that the employee ID or?
[AGENT][NEUTRAL] Should be the member number.
[AGENT][NEUTRAL] Usually starts with like a 002.
[CUSTOMER][NEUTRAL] Group number?
[CUSTOMER][NEUTRAL] I'm not sure where it's at.
[AGENT][NEUTRAL] What's the group number that you see?
[CUSTOMER][NEUTRAL] Group number is 9434.
[AGENT][NEUTRAL] Give me just one second.
[AGENT][NEUTRAL] All right. What is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then first name?
[CUSTOMER][NEUTRAL] Um, [PII] is my, my, it's through my husband's work.
[AGENT][NEUTRAL] OK, what's his first name? I is he the subscriber?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Is it the same last name? [PII]? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So do you have a specific provider that you want to go see or you're just trying to find one in your area?
[CUSTOMER][NEUTRAL] I'm trying to find one in our area, like for the dentist.
[AGENT][NEUTRAL] OK, do you need just a general dentist? Is that what you're looking for?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Um, what is your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] That they have like in [PII] area, the zip code there is [PII].
[AGENT][NEUTRAL] The closest one that comes up based off of that zip code, the first one that I put in.
[AGENT][NEUTRAL] Um, is a Kimbrel Dental, and it shows in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want me to try the other zip code or did you want that dentist? OK, let me go back. Give me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] What was the other zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, so the closest one that comes up to that is the same one, this [PII] at Kimbrel Dental, and then after that, it shows, it looks like.
[AGENT][NEUTRAL] Shawnee Healthcare of Murfreesboro, and it's got a bunch of dentists at that specific place, um, different providers to choose from. Did you want the information for those two?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, just the camera dental.
[AGENT][NEUTRAL] OK, so the provider's name is [PII]. It's Kimbrel Dental.
[AGENT][NEUTRAL] And it looks like they're located at one [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In [PII], and their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] Mhm. And that looks like the closest one. Everything else is further away.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I could check on for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] And you too, bye.
[AGENT][NEUTRAL] Bye-bye.