AccountId: 011433970860
ContactId: e0d728e5-8d22-4ecc-91c1-3a11fd4a206d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189309 ms
Total Talk Time (AGENT): 45819 ms
Total Talk Time (CUSTOMER): 75916 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/e0d728e5-8d22-4ecc-91c1-3a11fd4a206d_20250217T17:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I'm not sure if I clicked the right number for the right extension, but I didn't really hear one for this. I was wondering if you could help me, um, find a dentist in my area that takes the insurance or would I have to call or ask them?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh no, I'd be happy to assist with a list of network providers. um, may I have your policy number please?
[CUSTOMER][NEUTRAL] Uh yes ma'am, it is 02.
[CUSTOMER][NEUTRAL] 57.
[CUSTOMER][NEUTRAL] 1867.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Mr. [PII], um, what is your email address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Does it have to be connected to the um my insurance because I have it through my job, so I'm not sure if it's already like.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We have an email address. I just needed you to verify it.
[CUSTOMER][NEUTRAL] OK, uh, it should be.
[CUSTOMER][NEUTRAL] Uh, [PII] then?
[CUSTOMER][NEUTRAL] That's the one I use for my job.
[AGENT][NEUTRAL] That's what we have.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All right, one moment.
[AGENT][NEUTRAL] And what's the zip code that you want um to find a provider?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I've sent an email listing of those providers. You should receive that shortly. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, uh,
[CUSTOMER][NEUTRAL] I'm not sure exactly what it covers. I know, um, I believe I need my, uh, wisdom teeth removed and uh um yesterday at work, I don't know if I cracked a tooth or lost a piece of it or what if I need a crown or anything. I, I, I'd like to know what it would cover or if I would have to pay like a co-pay for something like that.
[AGENT][NEUTRAL] OK, now with your policy I do show it only covers preventative and basic, so those are major services so it wouldn't be covered under this policy.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Thank you. That, that's all I really needed.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, well thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm bye bye.