AccountId: 011433970860
ContactId: e8e84d1e-b022-4b93-b422-a2a76ee22519
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390549 ms
Total Talk Time (AGENT): 155644 ms
Total Talk Time (CUSTOMER): 108876 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/e8e84d1e-b022-4b93-b422-a2a76ee22519_20250417T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good day, [PII]. My name is [PII]. I am, um, an employee where I have the benefits for dental APL. I was trying to find, um, I was trying to see if I could find a participating dentist in the area where I live.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can happy to.
[CUSTOMER][NEUTRAL] Uh, in network provider?
[AGENT][NEUTRAL] Yeah, I can look it up for you or I can kind of um give you the web address where you can find it yourself, whatever is easiest for you.
[CUSTOMER][NEUTRAL] OK, uh, you think if I was to give you my zip code, you'll be able to.
[AGENT][NEUTRAL] Yeah, let me take a look here.
[CUSTOMER][NEUTRAL] Let me know if there's one in the area.
[AGENT][NEUTRAL] Yeah, see what we got here.
[CUSTOMER][NEUTRAL] I mean, I usually go to Vision Works like that's like a popular, uh, I, I don't know if that's one of your in networks, but, uh, my zip code is [PII]. That's in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're just looking for like a general dentist?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so the first one that comes up is a place called Holistic Dental.
[AGENT][NEUTRAL] And then the second place that comes up is called, I believe, Rcomine Associates Family Dentistry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, there's an aspen dental that comes up.
[CUSTOMER][NEUTRAL] Are those in that, in that the
[AGENT][NEUTRAL] Yeah, these would all be considered in network. So if you'd like, I can just read you the 1st 4 listed if you want to take down their names and numbers.
[CUSTOMER][POSITIVE] I would like that yes ma'am thank you I appreciate your help with that.
[AGENT][POSITIVE] Yeah, not a problem. OK, so holistic dental is the first one.
[AGENT][NEUTRAL] And they're located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then their phone number is going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Are you saying [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, the next one is
[AGENT][NEUTRAL] [PII], I'll spell this. It's R as in Robert.
[AGENT][POSITIVE] And I like in India.
[AGENT][NEUTRAL] C like in cat.
[AGENT][NEUTRAL] Another C like in cat.
[AGENT][NEUTRAL] O as in October.
[AGENT][POSITIVE] B as in Bravo.
[AGENT][NEUTRAL] [PII] in Edward.
[AGENT][NEUTRAL] [PII] November.
[AGENT][NEUTRAL] And then an [PII] Edward.
[AGENT][NEUTRAL] It's Associates Family dentistry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Their phone number is
[CUSTOMER][NEUTRAL] You have an address or phone number for them?
[AGENT][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They're they're located at [PII].
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's an [PII] dental.
[CUSTOMER][NEUTRAL] A and that's close to me.
[AGENT][NEUTRAL] Oh, they're at.
[CUSTOMER][NEUTRAL] Please, can I get that phone number as well?
[AGENT][NEUTRAL] Yeah, they're at [PII].
[CUSTOMER][NEUTRAL] Will they?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yep, [PII], they're close by. I may just go there because they're, they're really close to my home, and I appreciate you giving me all the other addresses as well. Can I just confirm the Aspen, the Aspen Dental is at [PII]?
[AGENT][POSITIVE] Yeah, not a problem.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Correct, it's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, thank you, and that's the dental so I, I can call them and just, and then when I call them I can give them the phone number that you talked about and and they could see if if I uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I got it, yeah.
[AGENT][NEUTRAL] Yeah, they can call us to check.
[CUSTOMER][NEUTRAL] Do you, do you handle a dental also or just?
[CUSTOMER][NEUTRAL] Well, I mean vision also, or can you help me, uh.
[AGENT][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Or just dental.
[AGENT][NEUTRAL] We just do dental, so probably we don't offer any vision plans, so your vision may be through a different company.
[CUSTOMER][NEUTRAL] Yes ma'am, it is. I just wasn't sure if I could fix, uh, but that's fine. I, I'll, I'll call. I'll give them a call as well.
[AGENT][POSITIVE] OK, sounds good. Is there anything else I can do for you?
[CUSTOMER][POSITIVE] Not at this time, but thank you very much. I appreciate your help. Very helpful. Thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day. Uh huh. You're welcome bye bye.
[CUSTOMER][NEUTRAL] You too.