AccountId: 011433970860
ContactId: a1c787a3-e008-4c91-93d5-025cc4a709c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160100 ms
Total Talk Time (AGENT): 69049 ms
Total Talk Time (CUSTOMER): 80581 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/a1c787a3-e008-4c91-93d5-025cc4a709c6_20250219T15:10_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, good morning, um, I, um, am, am new to this particular, um, dental, uh, insurance, and I'm trying to find out what doctors I can use. Is there like a way that is this like something online where I can find out um the dentist that I can use in my area?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what's your name and policy number, please?
[CUSTOMER][NEUTRAL] [PII] 02580906.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Give me one moment please.
[AGENT][NEUTRAL] OK, and verify your date of birth for me and mailing address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Hold on hold on hold on.
[AGENT][NEUTRAL] Uh, show a different address. And what's that, um, your current address again? I'm sorry.
[CUSTOMER][NEUTRAL] Um, well, you may have the mailing address, um, [PII], OK, mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] And that's correct.
[CUSTOMER][NEUTRAL] Yes, that's the mailing address.
[AGENT][NEUTRAL] OK, and uh email?
[CUSTOMER][NEUTRAL] Um, email is, I think you have [PII].
[AGENT][NEUTRAL] OK, thank you, Miss. All right. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, you can call me back at [PII].
[AGENT][NEUTRAL] OK. Uh, well, with your type of dental policy, uh, there's not really a network of dental providers. So what that means is you can go to any dental provider, uh, just present them with your card and that way they can call and verify benefits and eligibility, but you don't have a network of providers you have to go and see.
[CUSTOMER][NEUTRAL] Oh, so I, I mean, but I guess how, how will I know like who accepts the insurance?
[CUSTOMER][NEUTRAL] I just have to call each one up and find out.
[AGENT][NEUTRAL] Well, you can call a provider and just give them your policy number and our phone number, that way they can call and verify benefits, but we don't have a network of dental providers. So your policy is open.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] OK, well I'll see if I can find someone local then I appreciate your help.
[AGENT][POSITIVE] OK. Yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, that's it for now.
[AGENT][POSITIVE] OK, uh thank you so much for calling APL and you have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Thanks you too.