AccountId: 011433970860
ContactId: 9d3f3cba-71fb-43df-901e-78b9f8f3cb3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289010 ms
Total Talk Time (AGENT): 106573 ms
Total Talk Time (CUSTOMER): 86012 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/9d3f3cba-71fb-43df-901e-78b9f8f3cb3e_20250307T18:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um,
[CUSTOMER][NEUTRAL] I'm wondering, I don't, to be honest, I really don't even know if I pressed the right number to talk to somebody, but I'm just wondering like what like dentist I could, I could go to through this company.
[AGENT][NEUTRAL] OK I can help you with finding a provider um for dental can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] OK, so it's, it's my dad's, it's my dad's own thing.
[CUSTOMER][NEUTRAL] So his name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] 02300281.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, and what is your name, please?
[CUSTOMER][NEUTRAL] [PII]'s bathroom.
[AGENT][NEUTRAL] OK. Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can you verify the address and phone number that we have on the policy, please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know if it'll be my dad's phone number or mine, but the address is [PII].
[CUSTOMER][NEUTRAL] Um, I know.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and then it looks like it'll be your father's phone number because he's the policyholder?
[CUSTOMER][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what's a good callback number for you just in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much for giving me all of that information. I appreciate it and let's look and see um.
[AGENT][NEUTRAL] So in order to find a dental provider I'm gonna give you our website.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] I'm sorry, wait, say that again?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait, I'm sorry. You're, you're like breaking, you're going in and out. So can you start over?
[AGENT][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you get on the website, you're gonna in the search bar you're gonna.
[AGENT][NEUTRAL] Type of provider.
[CUSTOMER][NEUTRAL] You said in the search bar type in, huh?
[AGENT][NEUTRAL] Provider
[CUSTOMER][NEUTRAL] Provider
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then on the next screen you're gonna click on provider resources.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you're gonna choose a search for provider and then you would just put in your zip code and it'll bring all the providers up in your area.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Um, no, thank you.
[AGENT][POSITIVE] Alright well you take care and have a good weekend thanks for calling APL.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye.