AccountId: 011433970860
ContactId: 1f672db9-2fc2-4d1c-b277-5526c57505ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283690 ms
Total Talk Time (AGENT): 140020 ms
Total Talk Time (CUSTOMER): 71296 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/1f672db9-2fc2-4d1c-b277-5526c57505ba_20250109T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, I just wanted to know if my dentist is in network. Is that something you can help me with?
[AGENT][NEUTRAL] Um, I can see what kind of policy you're, uh, you have in the networks that, uh, for that. What was your name?
[CUSTOMER][NEUTRAL] I haven't, I haven't enrolled yet, um, I'm [PII].
[AGENT][NEUTRAL] OK, so you don't currently have a policy with us yet, [PII]?
[CUSTOMER][NEUTRAL] No, I was thinking about enrolling it. It's, it's a bundle plan that my uh employer offers and um I would, I would opt in if my dentist was in network that's what I was curious about.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see. OK, well I can let you know, um, we do have a couple of different kinds of dental policies. One of them, it does participate in the Carrington PPO network, so you, I would simply ask your dentist if they're in that network. Perfect. OK, um, I would see if they're in network, um, I'm not able to see that if.
[CUSTOMER][NEUTRAL] Yes, that's that's the one.
[AGENT][NEUTRAL] If your dental provider isn't sure if they're in network or not uh.
[AGENT][NEUTRAL] I can give uh you [PII]'s phone number and they could check that for you if you'd like but I will say that um per that policy.
[CUSTOMER][NEUTRAL] OK, then that's what I need to call.
[AGENT][NEUTRAL] Uh, per that policy it does state that utilization of a provider in participating in Carrington is not required.
[AGENT][NEUTRAL] Excuse me, I'm so sorry, um, and then of course our other policies they don't have a set network.
[CUSTOMER][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] OK, um, can I have the number to Carrington?
[AGENT][POSITIVE] Of course give me just a moment let me get that for you.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yeah, I had called my dentist and they said they never heard of it.
[AGENT][NEUTRAL] They haven't heard of the Carrington PPO network?
[CUSTOMER][NEUTRAL] They haven't, no.
[AGENT][NEUTRAL] Oh interesting OK.
[AGENT][NEUTRAL] Sorry, bear with me just a moment. System's just a little bit slow today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, while this is loading just in case because it is taking a minute, just thinking about it, um, can I get a good call back number from you really quick, [PII], in case we're disconnected so I could call you back with it.
[CUSTOMER][NEUTRAL] Yeah, that's fine. I know that it sounds choppy too for some reason. Um, my, my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So give this a minute, but just in case, um, it's going pretty hard where I'm at, so I don't know maybe my internet's just not happy with that right now.
[CUSTOMER][NEUTRAL] Oh yeah, no, yeah, no, the call sounds choppy too. I was like, I don't know if it was me, my phone's always acting up too.
[AGENT][NEUTRAL] Uh oh, no, probably me, sorry.
[CUSTOMER][NEUTRAL] No, it's OK. I know it's a lot of bad weather going on right now.
[AGENT][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] I'm sorry, what did you say before? It doesn't matter if they're in network, is that what you said?
[AGENT][NEUTRAL] Per the policy it does state that it's not necessary uh for the provider to be in the Carrington PPO network. That's just what this plan participates in. So in short, um, really it depends on each provider, even the ones that don't have a set network. It depends on each provider if they choose to accept this insurance or not, uh, if they would file the claims on your behalf.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Interesting.
[CUSTOMER][NEUTRAL] Yeah, I know that that's, that's, I mean, I guess I, I don't have to keep the insurance if they don't use it, but.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Here we go finally I'm so sorry that took so long, [PII] um OK so I've got that phone number let me know when you're ready.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] Yep, I'm ready.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] OK perfect thank you.
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] Alright, yeah, thank you for calling AP you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thank you bye bye.