AccountId: 011433970860
ContactId: ba7b177e-9917-4c57-a49c-74fd9e8db93f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110500 ms
Total Talk Time (AGENT): 68733 ms
Total Talk Time (CUSTOMER): 28404 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/ba7b177e-9917-4c57-a49c-74fd9e8db93f_20250513T18:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, sir, uh, my name is [PII] and I'm trying to figure out, do you have a, do you guys have a list of, uh, providers that I can use my dental insurance that or can I use it anyway?
[AGENT][NEUTRAL] You should be able to use it at any provider, but if you wanna list we do have a web address that I can give you where you can locate a list of providers in your area absolutely.
[CUSTOMER][NEUTRAL] OK, um, well, you can give me that. I'll take that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the website you're gonna go to is [PII]. So that's [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] When you get to the website, the easiest thing to do honestly is go to the right hand corner of the site, use the magnifying glass for the search engine, and just type in providers.
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you search, uh, you'll need to scroll down a little bit and there'll be a link there that says provider resources.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then when you click on that, it takes you to a site where you can search for a dentist. You can, if you need a specialty one, there's, you can narrow it by that and then you can search by your city and state or zip code.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK, that'll work. I'll definitely give that a try now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, sounds good, [PII].
[CUSTOMER][POSITIVE] Thank you, appreciate the help.
[AGENT][POSITIVE] Yeah, you're welcome.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye bye.