AccountId: 011433970860
ContactId: bbed48ee-1cfc-4a39-9e8b-1c0f1cf8a71f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210449 ms
Total Talk Time (AGENT): 102164 ms
Total Talk Time (CUSTOMER): 56770 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/bbed48ee-1cfc-4a39-9e8b-1c0f1cf8a71f_20250326T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi my name is [PII]. Um, I'm trying to get, uh, for a, a dental appointment for my daughter, and I, I, and I need to know the list of dentists that I could go to that y'all take that take on my insurance. I'm in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. I can help you find a provider, Mr. [PII]. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] OK, hold on, I don't see no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 56 so it's 025965.
[CUSTOMER][NEUTRAL] 18
[AGENT][POSITIVE] OK thank you let me pull that policy up for us week sir.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, my address is [PII].
[CUSTOMER][NEUTRAL] I know maybe it's [PII]. That's my address.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] OK, and then one last verification, can you give me your phone number?
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] One last verification, can you give me your phone number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you, sir. I appreciate you verifying that information for me.
[AGENT][NEUTRAL] OK, so I'm going to give you um.
[AGENT][NEUTRAL] A website to go to? Do you have a pen and paper to write it down?
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] All right, what's the website?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Once you get in that once you get in that website in the top right hand corner is the magnifying glass so you can uh type in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the search bar you're gonna type in provider.
[AGENT][NEUTRAL] And then when you push enter it's gonna bring you to another page and that page is going to have provider resources.
[AGENT][NEUTRAL] You'll click on that.
[AGENT][NEUTRAL] And then once you click on that it'll give you the option to search for provider.
[AGENT][NEUTRAL] And you'll put in your zip code and when you put in your zip code,
[AGENT][NEUTRAL] And you fill out the information, it will pull up the providers in your area that take this insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, sir. Bye-bye.