AccountId: 011433970860
ContactId: 286b467d-a663-4728-a4c0-8772417e5c96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332660 ms
Total Talk Time (AGENT): 192943 ms
Total Talk Time (CUSTOMER): 77300 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/286b467d-a663-4728-a4c0-8772417e5c96_20250527T21:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL this is.
[CUSTOMER][NEUTRAL] Hey, uh, how's it going? Um, I was just calling to see if, uh, I need help finding providers. Uh, I try to like for dental and, uh, yeah, for dental.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Uh, callback number is [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] Yeah, let me pull it up real quick.
[CUSTOMER][NEUTRAL] It should.
[CUSTOMER][NEUTRAL] Alright, uh, policy number is 026.
[CUSTOMER][NEUTRAL] 251
[CUSTOMER][NEUTRAL] 34.
[AGENT][NEUTRAL] OK, one moment while I pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And the mailing address and phone number that we have on file?
[CUSTOMER][NEUTRAL] Uh, [PII], and then the, uh, phone number is gonna be [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And you were wanting dental benefits?
[AGENT][NEUTRAL] For a dental provider?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You were wanting to know about a dental provider?
[CUSTOMER][NEUTRAL] Yeah, I tried to look a couple up, but they didn't take the insurance, so I just call you guys directly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and some dental offices, depending on, um, well, some, some of them don't quite understand. They say they hear APL and they think it's just life insurance, um, but it looks like, so if you go to [PII].
[CUSTOMER][NEUTRAL] I don't know if that's how it works.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] You'll scroll almost all the way down.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And you'll see something that says provider resources and then you'll see a little magnifying glass with a tooth.
[AGENT][NEUTRAL] Uh, and then it'll say Carrington Dental provider search and you can click on that, um, so technically what it is is we don't go through specific networks or we're not in network with anyone so if you go to a dentist office and they won't file the claim through APL, you do have the ability to and as long as it's a service that's provided or covered under your policy we will honor that policy.
[AGENT][NEUTRAL] Um, but since you have
[AGENT][NEUTRAL] Dental insurance through this your policy is allowed to use the Carrington network and what that means is if you go through this dental provider search and you find a dental office that's within the Carrington network you get an additional benefit.
[AGENT][NEUTRAL] So you'll get a discount on certain services depending on the um provider that you use and you'll get a discount on services on top of what your policy pays for so that might be um something to look into whenever you're looking for a dentist um and like I said sometimes if you say I have APL they'll think it's life insurance, so just ask them uh when you call and say are you within the Carrington network?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now once again this doesn't it's not required but you do get additional benefits if you go through a a Carrington network provider but um like I said if we don't, we're not in network with anyone so if they won't file the claim um you can always file the claim yourself.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, because we'll hold to it as long as, yeah.
[CUSTOMER][NEUTRAL] OK, so, uh, you said.
[CUSTOMER][NEUTRAL] OK, so if I go on the website, just uh.
[CUSTOMER][NEUTRAL] OK. I, I, I see what you're talking about. Sorry, uh, pretty simple, my bad. I'm OK, right on.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No, you're OK. It's, it's confusing because you don't, if Carrington isn't the, the insurance, but a lot of them will understand it more if you ask if they're within the Carrington network, and it just gives you additional benefits. It gives you some discounts, um, so that it can help offset any um anything you might have that isn't covered or that isn't covered fully, um, so it's just helpful to go through the Carrington Dental network, um, and again.
[AGENT][POSITIVE] You don't have to we're not in network with anyone we'll we'll honor, we'll honor it as long as it's a service that's covered under your insurance.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][POSITIVE] Oh, cool. All right, thank you then. Uh, I guess.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Right on.
[CUSTOMER][NEUTRAL] No, that's it. Uh, thank you.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Well thank you for calling ATL and have a great day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you you too.