AccountId: 011433970860
ContactId: dc281bff-cf58-4402-b142-726084099a3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130990 ms
Total Talk Time (AGENT): 46085 ms
Total Talk Time (CUSTOMER): 48756 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/2025/05/06/dc281bff-cf58-4402-b142-726084099a3d_20250506T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have Mr. [PII] on the line. He is requesting to us to provide um the providers that are within network with his dental policy.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] That is 239.
[CUSTOMER][NEUTRAL] 658 9.
[AGENT][NEUTRAL] And he's been verified?
[CUSTOMER][NEUTRAL] Yes, he's fully verified.
[AGENT][NEUTRAL] OK, is the number on file his callback?
[CUSTOMER][NEUTRAL] Yes, that will be the same one.
[AGENT][POSITIVE] OK, thank you so much. I'll I'll send him on through.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hello, this is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I was trying to find a provider in in network in my area.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like on your policy.
[CUSTOMER][NEUTRAL] And trying to.
[AGENT][NEUTRAL] OK. Go ahead.
[CUSTOMER][NEGATIVE] I tried to find it online. I on the website. I just couldn't find where to go to to find it.
[AGENT][NEUTRAL] Oh, you actually don't have a, you don't have a network. You can go to any dentist you like.
[CUSTOMER][NEUTRAL] Well that's why I'm calling.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You just
[CUSTOMER][NEUTRAL] So, OK, so there's not one.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, there's not. Um, just when you go to the dentist, present your dental card, and then they can call and verify what benefits you have.
[CUSTOMER][NEUTRAL] OK, and is there a way that you could email me the benefits that I have or?
[AGENT][NEUTRAL] Yeah, um, let me verify your email.
[AGENT][NEUTRAL] Is that the [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll get those emailed over. Just give me about 2 minutes, OK?
[CUSTOMER][POSITIVE] Yes ma'am thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.