AccountId: 011433970860
ContactId: 1d677c39-b378-4e51-a30a-1afbf346c5bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 484399 ms
Total Talk Time (AGENT): 130246 ms
Total Talk Time (CUSTOMER): 95360 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/1d677c39-b378-4e51-a30a-1afbf346c5bd_20250404T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII], and um I just recently started working through MAU and I was, I applied for the insurance, but I'm not sure who all accepts it and I was trying to find out if there was a way I could find out how, um, who all accept it basically.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that. Um, can I get your policy number, please?
[CUSTOMER][NEUTRAL] Policy number would be.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 606-476
[AGENT][NEUTRAL] OK, [PII], and what is your birth date?
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly your email address.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] And did you say your birthday was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, we have [PII]. Let me get that changed.
[AGENT][NEUTRAL] Hold on just a second
[CUSTOMER][NEUTRAL] Yes ma'am, I was gonna say I'm looking at it and.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The [PII], not the [PII].
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] Let me see, um, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, there we go see.
[AGENT][NEUTRAL] See um
[AGENT][NEUTRAL] Let's see
[AGENT][POSITIVE] OK, so sorry about that. Thank you for holding. OK, let's see. So on your policy.
[AGENT][NEUTRAL] I'm so sorry, my system is running a bit slow.
[CUSTOMER][POSITIVE] It's fine, you can take your time.
[AGENT][POSITIVE] OK, I'm so sorry. Will you give me your policy number one more time? I'm so sorry.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] It's gonna be
[CUSTOMER][NEUTRAL] You go to
[CUSTOMER][NEUTRAL] 60
[CUSTOMER][NEUTRAL] 647-6
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, check in.
[AGENT][NEUTRAL] OK, so let's see. OK, so this is your dental policy. It looks like, let's see what we have.
[AGENT][POSITIVE] So Carrington is the network for the policy and um that will if you use the Carrington provider then that's gonna save you the most money um let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can transfer you over to Carrington's um.
[AGENT][NEUTRAL] Customer service, um, and they can help you find a provider that's close to your area.
[AGENT][NEUTRAL] Um, or I can give you the number if you'd like to call them.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Whatever is easiest.
[CUSTOMER][NEUTRAL] OK, is there a way I can get then get transferred?
[AGENT][POSITIVE] Yeah, yeah, absolutely, let me give you their number though just so you have it just in case anything happens or you get disconnected or something.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so their number is
[AGENT][NEUTRAL] Their number is [PII]. Now, do you need to know anything about your benefits or do you have that information?
[CUSTOMER][NEUTRAL] Yes ma'am, cause um I really don't have any information on what I'm getting benefits on or anything. I just know that I did apply for dental, but I'm not really sure what all comes with it.
[AGENT][NEUTRAL] OK. Um, I can send you a breakdown. Do you want me to email you a breakdown of what's covered?
[CUSTOMER][POSITIVE] With some benefits.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll I'll email you that um breakdown. It'll show what the maximum benefit is and then how it covers on the plan and then look over that and if you have any questions you can certainly give us a call back. But in the meantime, do you want me to transfer you over to Carrington so you can find an in-network provider?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, OK, give me one moment and I'm gonna get you transferred over there, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] You do the same.
[CUSTOMER][NEUTRAL] Thank you for calling Carrington. If you would like information about becoming a