AccountId: 011433970860
ContactId: 9a311dc7-7e14-4692-958a-9b600e9d930e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179100 ms
Total Talk Time (AGENT): 74740 ms
Total Talk Time (CUSTOMER): 76366 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/9a311dc7-7e14-4692-958a-9b600e9d930e_20250304T23:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hello, how's your day going so far?
[AGENT][POSITIVE] Doing well how about you?
[CUSTOMER][POSITIVE] So far, so good. Happy to be alive and off of work.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] I hear that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Um, my name is, uh, [PII], and my daughter has to go and see a, uh, endodontist tomorrow.
[CUSTOMER][NEUTRAL] And but they asked me to call you because they did not see that you were, that you were in the network.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Whatever that means, so they just want to know did I have any out of network, uh, coverage?
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, we can definitely get your policy pulled up, [PII], and I will see what kind of network that that's a part of, um, really quick, can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] It looks like uh 1,038,730.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, [PII], just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh, it's 5 or 0.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And that's in [PII], and the zip code is [PII].
[AGENT][NEUTRAL] Perfect, thank you so much for verifying that information, [PII]. OK, so this can be a little bit confusing. This dental policy is not affiliated with any sort of networks. It simply pays a percent based off of UCR. What I would recommend is having your the end to give us a call. We can explain that to them, and we can also send them all of the co-benefit information so there's no confusion. You're not stuck in the middle.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, what time do you all open tomorrow?
[AGENT][NEUTRAL] All right. Yes.
[AGENT][NEUTRAL] We are open from [PII] [PII] Central time Monday through Friday.
[CUSTOMER][NEUTRAL] So that's [PII] my time, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] And you have yourself a good.
[CUSTOMER][NEUTRAL] Oh no ma'am.
[AGENT][POSITIVE] Alright well thanks for giving us a call [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] All right. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.