AccountId: 011433970860
ContactId: c186d2db-fd7e-494d-a717-1474a2d5d75b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150059 ms
Total Talk Time (AGENT): 29925 ms
Total Talk Time (CUSTOMER): 91216 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/c186d2db-fd7e-494d-a717-1474a2d5d75b_20250502T20:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how's it going? Um, hey, um, I just had a quick question. This is my first time, um, having dental insurance. um, I was, uh, needing some dental work, um, and I was, I was kinda confused on like who I could go to, um.
[CUSTOMER][NEUTRAL] For like, um,
[CUSTOMER][NEUTRAL] I guess my insurance, um, I found one general office but I'm, I'm not sure if uh if I have to go to a specific one that you guys approve or.
[AGENT][NEUTRAL] OK. Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Policy number, um.
[CUSTOMER][NEUTRAL] Yes, it's 1 2nd.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 574705
[AGENT][NEUTRAL] OK. Can I have your name and your date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you [PII] can you have a good uh callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, then 2 more pieces of information, your address and your email address.
[CUSTOMER][NEUTRAL] Yeah address is gonna be [PII].
[CUSTOMER][NEUTRAL] Uh, uh, email address is [PII].
[AGENT][NEUTRAL] OK, and it looks like for your dental policy, you can see any dentist you like. You don't have to go to a certain dentist. There's no network.
[CUSTOMER][NEUTRAL] Oh this, OK, I got you. There's no work. OK, yeah, I was, uh, uh, yeah, I went online and try to, try to look it up my cell phone.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I was, I was kind of confused. There, there was something else on there that I was looking at. I put my zip code in for like all the, the dental offices like in my area.
[CUSTOMER][NEUTRAL] Uh, there, there's only a few on there, so, um.
[AGENT][NEUTRAL] Yeah, you can go anywhere you like.
[CUSTOMER][POSITIVE] OK, got you, got you, alrighty, that's all I needed to know. OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye bye you too bye bye.