AccountId: 011433970860
ContactId: 25b614d4-8c50-441c-80f3-01f12de98658
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187600 ms
Total Talk Time (AGENT): 73806 ms
Total Talk Time (CUSTOMER): 91401 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/25b614d4-8c50-441c-80f3-01f12de98658_20250312T15:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII] how are you?
[AGENT][POSITIVE] I'm doing well. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing OK, thank you. Alright, so I'm gonna see if you can help me. I'm trying to locate a dentist, a, a dentist office practice in my area, but that accepts this insurance, but I don't know where to go.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] To search for the list.
[AGENT][NEUTRAL] You don't, OK. Well, I can definitely help you get to the list. Um, so there's.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Two options. Um, may I first have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so let me, let me see if this will work. My name is [PII] and I can give you my contact number, but I'm calling on behalf of my son who can't talk because his face is swollen.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um may I have a good contact number and then the policy number?
[CUSTOMER][NEUTRAL] Absolutely the contact number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02.
[CUSTOMER][NEUTRAL] 445851
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's warm in here.
[CUSTOMER][NEUTRAL] Oh that
[AGENT][NEUTRAL] OK, so he doesn't have anyone on his policy, so I'll just generally tell you the information, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, you can search two ways, um, on the back of the ID card, it should say Carrington.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The dental cards it should say Carrington with their phone number for the list of providers, but you can also
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, ma'am. I see Carrington, but I don't see their phone number.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Oh wait, I lied. I lied.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well, it says wait, OK, so it says for benefit eligibility claim inquiries is that the one I'm looking for?
[CUSTOMER][NEUTRAL] Oh, OK. I see it. You located it, you know what, reading is fundamental.
[AGENT][POSITIVE] Oh my goodness
[CUSTOMER][NEUTRAL] located participating provider called da da. OK.
[AGENT][NEUTRAL] It's OK. You just need to speak to me today, that's all.
[CUSTOMER][POSITIVE] That's all it was, cause you're so sweet.
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] Thank you. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No, ma'am, so I can just call that or visit that that website. It's probably easier to go to the website. I appreciate your help, Miss [PII]. Thank you so much because this boy is in so much pain.
[AGENT][NEUTRAL] Yeah, the
[AGENT][POSITIVE] You're welcome
[AGENT][NEUTRAL] Oh, well, I hope they, um, the list is gonna be the same whether you call or go online. So I hope you find somebody.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, I'm sure I will. I appreciate you so much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too, my dear.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye bye.