AccountId: 011433970860
ContactId: a3bafb4b-9128-4fc5-9ad5-eb64bce359af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293500 ms
Total Talk Time (AGENT): 113603 ms
Total Talk Time (CUSTOMER): 120416 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/a3bafb4b-9128-4fc5-9ad5-eb64bce359af_20250501T21:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I was calling because I didn't actually know where I was supposed to be going to, but I'm trying to find out where our insurance is covered from, uh, me and my son to be able to go for our dentist.
[AGENT][NEUTRAL] OK, I can help you with um finding a provider for your dental um can I your name and your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK, it's uh [PII]
[CUSTOMER][NEUTRAL] And then [PII] and uh the call back number would be [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, let me grab this other phone. Actually, I'm calling offline. I forgot what phone I'm on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, um, um, I'm, my husband had it sent to him on his email, but I called from my phone.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Oh Lord, um.
[CUSTOMER][NEUTRAL] Policy number is 02566108.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, it would probably be the Go your 6 I think email.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then the phone number, phone number would be [PII] and address will be [PII].
[AGENT][POSITIVE] Yes, ma'am. Thank you. I appreciate you verifying that information. Do you have a pen and paper handy so I can give you a website to go to?
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][POSITIVE] Yes ma'am I do.
[AGENT][NEUTRAL] OK, if you go to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the top right hand corner where the.
[CUSTOMER][NEUTRAL] And I can just put everything in there?
[AGENT][NEUTRAL] Right, in the top right-hand corner, you're gonna, uh, with a little magnifying glasses, you're gonna put in provider, you're gonna search for provider, so you put provider there.
[AGENT][NEUTRAL] And then you're gonna push push enter and then the next step is you're gonna go to provider resources.
[AGENT][NEUTRAL] And once you enter there then you can um click on the search for provider, put in your zip code.
[AGENT][NEUTRAL] And you'll be able to pull up all the providers in your area by your zip code.
[AGENT][NEUTRAL] That take your insurance.
[CUSTOMER][NEUTRAL] Got you. OK, I was scribbling that down.
[AGENT][NEUTRAL] If there's any parts you need me to repeat, just let me know.
[CUSTOMER][NEUTRAL] OK, so I got the top right hand corner and that would be the little glass thingy up there.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] And then put in the provider.
[CUSTOMER][NEUTRAL] So you put in provider there we go.
[AGENT][NEUTRAL] Yes, yeah, you put that in the search bar.
[CUSTOMER][NEUTRAL] OK, and then provider resources will pop up or something like that you click that and then you um can search for you put your zip code in the search for provider in there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I'll bring up everybody around us.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, that seems simple enough. Thank you very much.
[AGENT][POSITIVE] You're very welcome, [PII]. Is there anything else that I can help you with before we go?
[CUSTOMER][POSITIVE] Not that I know of, but that's probably been the easiest phone call you've had all day.
[AGENT][POSITIVE] It was pretty easy. Thank you. I appreciate that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] You're welcome. I always like making somebody's day at least.
[AGENT][POSITIVE] Well, I'm glad you made mine.
[CUSTOMER][POSITIVE] Well, that's a good thing.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][POSITIVE] Oh, you have a great day.
[AGENT][POSITIVE] You too and thanks for calling APL Miss [PII].
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you. You have a good day. Bye.