AccountId: 011433970860
ContactId: 27a534af-aa6c-4d53-be44-18566427cc31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 531229 ms
Total Talk Time (AGENT): 271715 ms
Total Talk Time (CUSTOMER): 148752 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/27a534af-aa6c-4d53-be44-18566427cc31_20250528T14:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, good morning [PII]. My name is [PII]. I, I received this, uh, APL information in the mail and I was just trying to get registered and find out where I can go for a dental assistance.
[AGENT][NEUTRAL] OK, Miss [PII], so you are new to APL and you're trying to register in the online service center?
[CUSTOMER][NEUTRAL] Yes, ma.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, with the, uh, correct, uh, with the, uh, the plan group voluntary general.
[AGENT][NEUTRAL] And you're also wanting to
[AGENT][NEUTRAL] OK, and you're also wanting to find out where you can locate a network provider, is that correct?
[CUSTOMER][POSITIVE] Yes ma'am. Yes ma'am. You got it. Thank you so much.
[AGENT][NEUTRAL] Yes, I can, uh, you're welcome. I can help you with this. And what is your callback number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh yes ma'am. Call back number is area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, policy number is, uh, policy slash certificate number is 02633289.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] How's your day?
[AGENT][NEUTRAL] OK. Oh, it's fine, very busy. How was yours?
[CUSTOMER][NEUTRAL] No, no, nothing like productive. That's alright. Let's just move.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's right.
[CUSTOMER][POSITIVE] Yeah, no complaint.
[AGENT][NEUTRAL] Uh, it doesn't do us any good anyway. So, first off, let's
[CUSTOMER][POSITIVE] Yeah, that's good yeah.
[AGENT][NEUTRAL] First off, Mr. [PII], I will need to verify several things with you for security purposes. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Of course. Of course.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] Home mailing address is [PII], that's [PII], and that's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct, yes ma'am. Yes, ma'am.
[AGENT][NEUTRAL] Alright, thank you and the last piece of information to verify is your email address.
[CUSTOMER][NEUTRAL] OK, I, I didn't know if I put it under [PII] or the one I have for school, which is OK, that's the one. OK, cool.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes. And then uh there is one additional piece of information as far as for setting up your portal that needs to be verified and that is your full social, please.
[CUSTOMER][NEUTRAL] OK, all right, you're ready?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK Mr. [PII], so um are you having issues in setting up your profile or is it just that you couldn't remember which email that you needed to use?
[CUSTOMER][NEUTRAL] I couldn't remember it it yeah it was it it was kicking out because it was saying that uh it didn't recognize the email so it just told me to contact customer service first.
[AGENT][NEUTRAL] Right. So, yes, sir, so try using your personal, that should, are you, where you can try and set it up while you and I are on the phone together?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, yeah, that'd be, that'd be fine if you, if you had time. I don't wanna run up your call time you talk to her.
[AGENT][NEUTRAL] OK, yes sir, and then, and then I'll also I'm going to give you um once I just wanna make sure you can do that to save you from having to call back and then I'm also gonna give you our website, a different website for where you can go to locate a provider because your plan participates in the Carrington PPO network. however, you are not required to use a Carrington PPO provider.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Excellent.
[AGENT][NEUTRAL] But on our public website there is a um you can go to locate a provider and I'll show you where to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I have that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Never can't find a pen when you need one.
[AGENT][NEUTRAL] Is that the truth or not one that writes? Mind you, they can't find one that writes.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah, that's my problem, one that right.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][POSITIVE] Yeah, I found one. I had one of those little red. I have a lottery pins in here. I knew I did.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So do you wanna try to create your profile first to make sure that you can do that?
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] That'd be fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Like I said, that way it'll just save you from having to call back should you still receive any type of error message.
[CUSTOMER][NEUTRAL] OK, yeah, cause I, I, but I can still do it on my laptop as well, right? When I get home.
[AGENT][NEUTRAL] Yes, uh, well, once you set up your profile, it's going to be set up. So if you, if, if you were just, if you're wanting to wait until you set it up, I mean until you get home to do that, that's uh that's fine, but you would need to use your full social and then yes, your personal email address.
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK excellent.
[AGENT][NEUTRAL] OK, so for the provider information you would go to our main website at [PII].
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] in public, OK.
[AGENT][NEUTRAL] Uh-huh. When that pill pulls up, you're gonna see at the top, it will, there's a
[AGENT][NEUTRAL] A list of different, you know, headings with categories to the far left it says about.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So click on that.
[AGENT][NEUTRAL] Click on where it says about and then you're gonna scroll down to the bottom of the page.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're going to see several little icons.
[AGENT][NEUTRAL] And one of them says find a provider.
[AGENT][NEUTRAL] And it looks like a magnifying glass, so you would click on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you will see on the orange background there's a lady, she's about to take a bite of an apple, but it says individuals with Garrington dental plans.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it has a blue button that says search dental providers and if you click there and that's gonna open up and you just follow the steps as far as you know exactly what you're looking for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, perfect. So you said, um, uh, when I get to the about click on the, uh, click on that, scroll down to find a provider and the orange background, uh, under, under individuals, and, uh, search dental providers for that. OK, cool.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's correct, yes, you'll click there and it's gonna open up and then it'll just ask, you know, like what type of provider you're looking for narrow, you know, it gives you the different.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Filters that you can.
[AGENT][NEUTRAL] Uh, drill it down if you will.
[CUSTOMER][POSITIVE] Oh awesome. Thank you so much.
[AGENT][NEUTRAL] But yes.
[AGENT][POSITIVE] Well, you are certainly very welcome.
[CUSTOMER][POSITIVE] Yeah, I appreciate your help on that.
[AGENT][POSITIVE] Oh yeah, you're welcome. Is there anything else, Mr. [PII], that I can help you with at the moment?
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] I know that that'll do it. I appreciate your help.
[AGENT][POSITIVE] OK, well, you're certainly welcome and thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well. Thank you, beautiful. Thank you.
[AGENT][POSITIVE] Yes sir, thank you too.
[AGENT][NEUTRAL] Bye-bye.