AccountId: 011433970860
ContactId: bf1793d4-306c-43cc-aab4-13be35fb0bac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375739 ms
Total Talk Time (AGENT): 172977 ms
Total Talk Time (CUSTOMER): 134012 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/bf1793d4-306c-43cc-aab4-13be35fb0bac_20250326T20:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Uh, I'm, I'm doing good, thank you for asking. The reason why I was calling because I'm trying to find out.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I need, I need, I need to find a dentist that's within my network.
[AGENT][NEUTRAL] OK, so you're trying to locate.
[AGENT][NEUTRAL] OK, the, the dental provider in your network, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Yes, ma'am. Well, I can partially help you with this. So first off, um, Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and your policy number?
[CUSTOMER][NEUTRAL] Oh, let me see, let me keep this on here. Hold on, let me see.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let me see. OK, um, 00710832.
[AGENT][NEUTRAL] OK, thank you. Give me a moment please to get your information pulled up.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. I will need to verify several things with you, Ms. [PII], first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Billing address, please?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Your home mailing address?
[CUSTOMER][NEUTRAL] Oh, I'm sorry. OK. Yes, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the phone number that we have on file for you, it is the same as the one you gave me, so that is your best contact number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] OK, thank you. Actually, your email address, please?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, [PII].
[AGENT][NEUTRAL] What is your email?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying all of your information with me, Ms. [PII]. So now the policy that you have with APL, it is not a network plan. So that means you can choose any provider to go to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK. OK. Um.
[AGENT][NEUTRAL] Yes, ma'am, there's not a certain list of providers for this plan that you have with us.
[CUSTOMER][NEUTRAL] I guess after I, after I retired, I didn't keep up with it so uh but now I need to go cause I could I have a bad tooth that need to be filled, so.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] But yes, ma'am, you can select any provider. With the plan that you have, you may choose any any provider to go to.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and I, I, all I need to do to keep on this um.
[CUSTOMER][NEUTRAL] This policy number, right? I, I, I just see my name on.
[AGENT][NEUTRAL] Yes, ma'am, and our phone number?
[AGENT][NEUTRAL] Yeah, you can give them your policy number, you can also give them our phone number and then they can call us for any additional information or questions, you know, that they may have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, simple. OK. I really appreciate you so much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, you're welcome, miss.
[AGENT][NEUTRAL] Right now, I do want to ask you um one additional question. Do you do much, Ms. [PII]?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Do you use the internet very much?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, ma'am, I do, uh-huh.
[AGENT][NEUTRAL] OK, and the reason that I'm asking that is
[AGENT][POSITIVE] Because we now have a portal for our members or you can set up your profile and that way you'll have access to your APL information online also and I would be happy to email you the user guide that explains how to set up your profile so if you decide that you wanna do that you can.
[CUSTOMER][NEUTRAL] That's fine. uh, you can email it to me.
[AGENT][NEUTRAL] OK, well I will send that email then once we get off of our call, and the email that you're gonna receive will come from [PII].
[CUSTOMER][NEUTRAL] OK, OK, OK, I got it.
[AGENT][NEUTRAL] And I will put APL in the subject line where you said that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] So I know, OK, OK. Now, one quick question. Now, this is general, it's not vision, right? I, I got, I, this is general, right? OK. OK. OK. I do want to make sure.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Lonely.
[AGENT][NEUTRAL] Yes, ma'am. We don't, Vision would be to have, yes, ma'am, with a different company.
[CUSTOMER][NEUTRAL] Well, OK.
[CUSTOMER][POSITIVE] Oh, OK, OK. Well, thank you so much. You, you've been very helpful to me. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. It was my pleasure, Ms. [PII]. So if that is all then that I could help you with today, thank you again for calling APL and I hope you have a very nice evening.
[CUSTOMER][POSITIVE] You too. Thank you so much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome