AccountId: 011433970860
ContactId: b509293a-db5a-414d-819d-dbf245cf998f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180759 ms
Total Talk Time (AGENT): 58254 ms
Total Talk Time (CUSTOMER): 72081 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/b509293a-db5a-414d-819d-dbf245cf998f_20250127T17:00_UTC.wav
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[CUSTOMER][NEUTRAL] Everybody.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yeah, I, I needed to know where can I find a dentist. I got my insurance card for my dental.
[CUSTOMER][NEUTRAL] I.
[AGENT][POSITIVE] OK, um, sure, I can assist you. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII], middle initial [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] Or in relation to
[AGENT][NEUTRAL] Thank you. And do you have the policy number, Miss?
[CUSTOMER][POSITIVE] Yes, let me get it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it should be uh the policy OK here it is is 025828884.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] What else did you need?
[AGENT][NEUTRAL] The email address on file?
[CUSTOMER][NEUTRAL] Um, I believe it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. All right, so with this one in particular, if you need a list of providers because you don't know where to go, because you can go to any dentist, but if you don't know where to go, you can go to our website at [PII] and you can scroll to the bottom of that page where it has like a little tooth and a magnifying glass. You can click on that and put your zip code and it's gonna give you a list of providers in your area.
[CUSTOMER][NEUTRAL] OK, but usually any dental will take that insurance?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, that's all I needed to know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um, so when, when, when I make an appointment, I'll just give them the, the policy and
[AGENT][NEUTRAL] The car.
[CUSTOMER][NEUTRAL] Yeah, and then to see if they take it.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[AGENT][POSITIVE] Yeah. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.