AccountId: 011433970860
ContactId: 0b7578f4-dd1c-4627-968a-cb31768dea97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 530859 ms
Total Talk Time (AGENT): 270561 ms
Total Talk Time (CUSTOMER): 123070 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/0b7578f4-dd1c-4627-968a-cb31768dea97_20250122T22:43_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII], and I was just trying to go to the AM.
[CUSTOMER][NEUTRAL] AMC, whatever, uh, to log into the website or whatever. So I can go to a dentist and it's saying that I
[CUSTOMER][NEGATIVE] No, it was an invalid entry that there was a problem.
[CUSTOMER][NEUTRAL] So, um, I need to get, I need to see a dentist and I need to find out if there's any certain dentist I can see or if I can just go to anyone.
[AGENT][POSITIVE] OK, yeah, um, I'd definitely love to help you with that, Ms. [PII]. Do you know your policy number with us and I can take a look?
[CUSTOMER][NEUTRAL] 02582719
[AGENT][POSITIVE] Thank you and give me a moment to get that pulled up and while I'm pulling up that policy, do you mind if I snag a good call back just in case we get disconnected?
[CUSTOMER][NEUTRAL] 618
[CUSTOMER][NEUTRAL] 790.
[CUSTOMER][NEUTRAL] 5266.
[AGENT][NEUTRAL] Thank you. And would you be able to verify for me, pretty please, your first, or I have your first name, but your last name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you very much and I do just need to uh verify some additional information, uh, your mailing address if you can please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then lastly with that email address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK perfect thank you very much and I do have that policy pulled up so you do have a few options um the first is that this policy is partnered with the Carrington PPO network um so um if you went to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you would be able to do a provider search through them to find providers, um, that participate in the Carrington network. So what that is is if you see one of the Carrington providers you can receive additional discounts, um, so it's like the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If they're kind of like contracted for like cheaper uh rates um and so but if you have a dentist you love and you go to and you do not want to see a Carrington provider or you need to see someone urgently and they're not with the Carrington PPO network, you're not required to utilize them like we'll still honor your benefits wherever you go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, that, that's why I was, that's what I was wondering because I have to see a dentist. I don't really have a dentist in mind or anything like that. I need my tooth pulled like I'm in a lot of pain right now. So I was gonna see if, if I, I, it's open to go to any dentist or if I had to go to certain.
[AGENT][NEUTRAL] Yeah, so, yes.
[AGENT][NEUTRAL] You're not required to go to anyone, but you might have a cheaper discounted rate with the Carrington provider, but that doesn't mean that you have to see one you can go anywhere.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, and now am I active in the in the system so that I can uh create a login?
[AGENT][NEUTRAL] Yeah, so when you're creating the login, I'm gonna make sure your email matches mine. I'm just gonna verify that information. I have [PII]
[CUSTOMER][NEUTRAL] No, it's, nope. Nope, it's [PII]
[AGENT][NEUTRAL] [PII], right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's my last name and my [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then the zip code [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, and then when you're entering in on that second line, um, you're entering in your social security number, not your policy number, correct?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so I'm not sure what is not working, but I'm going to
[AGENT][NEUTRAL] Look on my side.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So I'm just gonna do it on my side like I am you trying to set it up so I'm clicking I'm an individual, R [PII] S and uh let me make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][POSITIVE] [PII]. Thank you so much. And that zip code was [PII]. The email, last name, first name, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And your date of birth one more time for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so let's figure out what is not working.
[CUSTOMER][NEUTRAL] It popped up for you as well?
[AGENT][NEUTRAL] Yeah, it is the same thing as well, but I'm showing all your information matches.
[AGENT][NEUTRAL] My system, let me make sure my system has your social security number incorrect, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I am not sure why that's not working, but can I, would you be OK if I went ahead and I emailed you out a copy of your ID card and then.
[AGENT][NEUTRAL] At at the very that way you have a copy of it on file.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] Yeah, I, I do have, uh, I do have a, a medical card that they sent in the mail as well.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Yea[PII], I'd love to figure out why it's not letting you log in.
[AGENT][NEUTRAL] I show you're active. I show all the information matches.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Was that
[AGENT][NEUTRAL] They put your first name in as your last name and your last name as your first name, so let me just go in and fix that.
[CUSTOMER][POSITIVE] OK, well, that makes sense that it would work that way.
[AGENT][NEUTRAL] Yeah, oh, that's, oh, crazy. I'm sorry, I didn't notice that sooner, but yes, [PII] and
[AGENT][NEUTRAL] We're just going to change that.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What, what, what, what?
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Alright, you might give that system like 3 or 4 minutes, but it should work now when you type in your information.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][NEUTRAL] [PII], right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, I am so glad we're able to get that figured out for you. And if there's anything else you need, don't hesitate to reach on out and you said you had a copy of your ID card or did you want me to email it?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have a copy of it.
[AGENT][POSITIVE] OK, perfect. If anything changes give us a call and we'll take care of you.
[CUSTOMER][POSITIVE] All right, thank you so much. Have a good night.
[AGENT][POSITIVE] My pleasure you too.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.