AccountId: 011433970860
ContactId: 055b3212-b4e9-4e8f-a60d-84083cdbe67d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146789 ms
Total Talk Time (AGENT): 66748 ms
Total Talk Time (CUSTOMER): 52749 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/055b3212-b4e9-4e8f-a60d-84083cdbe67d_20250515T20:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I, I have a question regarding my dental plans.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with your dental policy. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you. May I have your policy number?
[CUSTOMER][NEUTRAL] 02625526.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII]. My address is [PII]. Email [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And how may I help you with your policy?
[CUSTOMER][NEGATIVE] So this is gonna be a stupid question. Um, what would be the exact name of my policy because I'm trying to find a dentist and I wanna, I'm in trouble listing the insurance.
[AGENT][NEUTRAL] OK, um, the name of the, well, the network is the Carrington PPO network. Um, however, if you choose a provider that's not a Carrington provider, the benefits are still the same. Um, what we usually
[CUSTOMER][NEUTRAL] OK, so it is.
[CUSTOMER][NEUTRAL] Carrington PPO.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] All right, great. I'm sorry, you were saying before?
[AGENT][NEUTRAL] Yes, I was saying what we usually um advise is to um go ahead and provide them with the card and have them give us a call to verify benefits. We can fax them over um a breakdown of your coverage so that they have, you know, so they can do estimates and things, um, if you, if you are receiving pushback from the facilities.
[CUSTOMER][POSITIVE] OK. All right. um, thank you very much.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.