AccountId: 011433970860
ContactId: 0f8146c2-7a93-4398-a069-57871220ce9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133770 ms
Total Talk Time (AGENT): 75948 ms
Total Talk Time (CUSTOMER): 56993 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/0f8146c2-7a93-4398-a069-57871220ce9c_20250307T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, um, I just called because I'm trying to make a dentist appointment, but I can't make, uh, uh, the lady told me to go to like the website and then see what, see which ones, like something, I don't know. But basically, I went to the website and all the numbers that popped up, they told me I called like majority of them and they told me that they don't accept it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And now I don't know like what um dentist to go to still, and I didn't make an appointment.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Sure, so if there's ever any confusion, um, you can always have those providers give us a call, um, if they're not familiar with us. So while your plan is through APL, uh, it participates in the Carrington PPO network. So if you wanted to call and let them know that, um, that might clear up some confusion but again if they're still not sure. I'm sorry.
[CUSTOMER][NEUTRAL] OK, wait, I'm sorry, what was it again?
[AGENT][NEUTRAL] Sure, so your policy, no, you're fine. Your dental policy is going to be through APL or American Public Life.
[CUSTOMER][NEUTRAL] I'm sorry, yeah.
[AGENT][NEUTRAL] But it participates, it participates in the Carrington PPO network.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Harrington
[AGENT][NEUTRAL] Yes, and I know that's where that some confusion can arise, um, but again they are more than welcome to give us a call as well we do talk to providers all the time, so if they're not sure I would have them call us so we can kind of clear that up.
[CUSTOMER][POSITIVE] Thank.
[CUSTOMER][NEUTRAL] Provider
[CUSTOMER][NEUTRAL] OK, so, OK, so when I call them and ask them for appointments, say like, say through Carrington.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you can say that your dental policy is through APL which participates in the Carrington PPO network.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then again if they're confused or not sure or anything like that offer to for them to call us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You are very welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, I'm sure that's all.
[AGENT][POSITIVE] Alright well thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] No.