AccountId: 011433970860
ContactId: 9d24d274-d5a2-4470-925f-a2badc41ac2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179399 ms
Total Talk Time (AGENT): 84743 ms
Total Talk Time (CUSTOMER): 76550 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/9d24d274-d5a2-4470-925f-a2badc41ac2f_20250203T18:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. Um, I am trying to find a dentist that accepts my insurance. Do you have a website I can go on to to see who it accepts my dental insurance?
[CUSTOMER][NEUTRAL] Or do y'all pay that out of uh network?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Park.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, let me look at your policy. Let me look at the product you have and then I can answer that for you, Ms. [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02580647
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. And may I have your date of birth and mailing address for verification?
[CUSTOMER][NEUTRAL] My birth date is [PII]. My address is [PII].
[AGENT][NEUTRAL] OK, and I see uh we have an email address. Can you verify that email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you. All right, let's see. OK, so you'll have one of our basic dental. Yeah, um, we pay out of network, so we pay the same amount to any provider that you visit. Um, so you can choose your own dentist if you don't know where to go because um you're new to the area and you've never been to a dentist, then you can go to our website at [PII].
[AGENT][NEUTRAL] And you can scroll to the bottom of that page where you're gonna find a magnifying glass with a tooth in it. Uh, you will click on that and put your zip code and it will give you a list of providers in your area.
[CUSTOMER][NEUTRAL] OK, well, the reason why I'm asking is because the last time I went, I went to Doctor [PII] and [PII], and I called and they haven't ever heard of this insurance, and they told me to call to see if y'all pay out of the network.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm. Yes, we do. Mhm, we do.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] OK. I, I just wanted to make sure because that's the last dentist I went to and I would like to go back to that dentist.
[AGENT][POSITIVE] Yes, you can, mhm, yes, no problem.
[CUSTOMER][NEUTRAL] OK, all right. I just wanted to make sure.
[AGENT][POSITIVE] Yes, ma'am. OK. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, thank you for calling ATL. Have a good day, Miss.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.