AccountId: 011433970860
ContactId: b614bfa5-84e3-40e9-90a5-118a3b04d844
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248809 ms
Total Talk Time (AGENT): 108461 ms
Total Talk Time (CUSTOMER): 107557 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/b614bfa5-84e3-40e9-90a5-118a3b04d844_20250116T20:59_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I wanted to find out if I can get a list of dental.
[CUSTOMER][NEUTRAL] Um, providers and um
[CUSTOMER][POSITIVE] Yeah, that was it. I'm sorry.
[AGENT][NEUTRAL] OK, yes ma'am. I can help you with dental providers. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, um, where's my pen at? Um, name is [PII].
[AGENT][NEUTRAL] OK, Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] What are you doing like?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what's your policy number, please?
[CUSTOMER][NEUTRAL] Policy number 02538515.
[CUSTOMER][NEUTRAL] And your name?
[AGENT][NEUTRAL] OK, let me, my name is [PII].
[CUSTOMER][NEUTRAL] [PII], you sound like I talked to you earlier today, but I don't know.
[AGENT][NEUTRAL] Yes, ma'am. OK, Ms. [PII], um, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then also I'm going to need for you to verify your address, phone number and email address that we have on the policy.
[CUSTOMER][NEUTRAL] OK, phone number [PII].
[CUSTOMER][NEUTRAL] Um, the email should be.
[CUSTOMER][NEUTRAL] Was it [PII]. I'm sorry.
[AGENT][NEUTRAL] OK. And then what is the physical address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying that information for me. So I'm going to need to give you a website to go to to get your dental providers, and that website is A like [PII].
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let [PII].
[AGENT][NEUTRAL] When you get into the website [PII], you're going to click on the search bar and you're gonna put in provider in the search bar.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then of course you'll push enter and then it'll say provider resources and you're gonna click on provider resources.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna put in the rest of it is just like your zip code and they'll pull up the providers in your area by your zip code.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so let me go on and do that.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do I need to log in?
[AGENT][NEUTRAL] No ma'am, it's just a normal website you won't have to log into.
[CUSTOMER][NEUTRAL] Or, oh, OK.
[CUSTOMER][NEUTRAL] Oh, I see it right there. A um provider resources.
[CUSTOMER][NEUTRAL] And then search, let's go to the search site state, search the site or?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And then what I put in there? I'm sorry.
[AGENT][NEUTRAL] Um, once you, once you get to the search, the site, you're gonna put in providers.
[CUSTOMER][POSITIVE] Oh, OK, I got you.
[CUSTOMER][NEUTRAL] I guess I need to click on it.
[AGENT][NEUTRAL] Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh no, I, I believe that's it and then my um oh printing my cards. OK. All right, thank, thank you to [PII].
[AGENT][NEUTRAL] Yes, ma'am. Yes, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII] Alright, thank you. You have a good evening.
[AGENT][POSITIVE] You too. Thank you so much for calling A Miss [PII]. You have a blessed day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You, you too, bye-bye.
[AGENT][NEUTRAL] Bye bye.