AccountId: 011433970860
ContactId: 2cd19eef-b4c5-4a24-bdc1-c2433b64d037
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200080 ms
Total Talk Time (AGENT): 129258 ms
Total Talk Time (CUSTOMER): 65297 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/2cd19eef-b4c5-4a24-bdc1-c2433b64d037_20250212T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was just calling to see um what dentists in my area took this um insurance.
[AGENT][NEUTRAL] Sure, we could take a look at your, uh, what kind of policy you've got and uh see what kind of providers will accept that um what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh yeah, gotcha.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes I do. OK, policy number is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02592800
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right, so they're just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. It looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] OK, I think it's a it says [PII], um then it's [PII].
[AGENT][NEUTRAL] That's it. OK, thank you for verifying that. All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Let's take a look here. So this policy, it participates in the Carrington PPO network so you have a couple of different options as far as finding a provider um, personally what I would do is simply call around, um, you know, see what places you like best, have the best reviews for what you're looking for the kind of environment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, give them a call, ask if they participate in the Carrington PPO. Um, if they have any questions for us, they are more than welcome to give us a call. We talk to providers all the time. We can go over your benefits and such and how they can file claims with us. We also have a link. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, what and what are my, what are my benefits like.
[AGENT][NEUTRAL] Um, if you would like, I can send you a copy of your policy, [PII], that does show all the covered procedures.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] That'd be awesome. Yeah, that'd be awesome.
[AGENT][NEUTRAL] OK, give me just a moment, let me send that. Do you want me to just send it to this [PII] account that we've got?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah, yeah, that'd be good that'd be awesome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty I will go ahead and get that sent to you now. Um, we also do on our website it's [PII] um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can send you a link actually if you wanted me to email you this policy I can send you a link that will have um a search tool that you could put in you know specific criteria and find providers in your area um the only issue with that of course is you know you never know if uh providers might change their information they may not take it that's why I would just call personally um but I'll still go ahead and include that link if you'd like.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, cool. Yeah, that'd be good.
[AGENT][NEUTRAL] All right, um, did you have any other questions for me [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much. I appreciate it.
[AGENT][POSITIVE] Alright, yeah, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Oh, you too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.