AccountId: 011433970860
ContactId: ab744e01-8d06-46a0-aca2-fdc370306727
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201059 ms
Total Talk Time (AGENT): 81673 ms
Total Talk Time (CUSTOMER): 81634 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/ab744e01-8d06-46a0-aca2-fdc370306727_20250318T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing? I'm trying to find, uh, see if I could get my dental insurance sent over to my email so I can have a copy of it.
[AGENT][NEUTRAL] Um, let's see, one moment. Well, first, let me get your name and a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII] and a good callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] I don't know it because I don't have a copy of it, but the last thing that this dentist gave me, I'm kind of guessing that this is it, it's 01845780.
[AGENT][NEUTRAL] Um, yes, sir. That's your policy number. Now, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII]. I don't know what mailing address you got, so I'm gonna just name of a few uh [PII].
[AGENT][NEUTRAL] Yes, sir. That's the one we're showing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your email address? Please verify that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And yes, sir, actually, um, because of um HIPAA, we're unable to email that information to you, but you can go online to our website and get registered on there, and there you'll have access to all of your policy information and all of your claim information as well.
[CUSTOMER][NEUTRAL] OK, can you give me any uh I got the policy number. Is there anything other numbers I need like a group number or something?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] No, OK.
[AGENT][NEUTRAL] You'll just need the information that you already have like your date of birth and
[AGENT][NEUTRAL] I think that's about it. OK. OK, let me give you our website. Mhm. Go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, go ahead, give me your website that's fine.
[AGENT][NEUTRAL] Um, the website is secured, that's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII] secured.
[CUSTOMER][NEUTRAL] You uh huh.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, thank you. Also, can you help me find a dentist that accepts this?
[AGENT][NEUTRAL] Um, well, we work with our providers. There is no network.
[CUSTOMER][NEGATIVE] Yeah, but I, and I tell people that, and then they get mad and they act like they can't take me, so I don't know where to go.
[CUSTOMER][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, well, actually, when you log in, um, you should be able to look up [PII] from there.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Mm, no, that's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.