AccountId: 011433970860
ContactId: 370a12a3-04e8-4333-9471-9ecb378e5176
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228949 ms
Total Talk Time (AGENT): 126370 ms
Total Talk Time (CUSTOMER): 87339 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/370a12a3-04e8-4333-9471-9ecb378e5176_20250317T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, I am online trying to see what dental offices are in my husband's network or plan.
[CUSTOMER][NEGATIVE] And, and I'm having a hard time trying to get to that list.
[CUSTOMER][NEUTRAL] Is there something I can access online?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what is your policy number, your husband's policy number? And we'll take a look.
[CUSTOMER][NEUTRAL] His policy
[CUSTOMER][POSITIVE] Oh OK, sounds good thank you so much his policy number is 0253899997.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I think I did that wrong. Wait a minute. I'm looking at this paper. Hold on, that's the that's the certificate number. Um, policy number is.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] That's, that's it. That's, that's, it should be the same.
[CUSTOMER][NEUTRAL] OK. So,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Our policy number may actually be, is it 5 digits for the group number?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, so it's 751.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's a whole group as a whole, but the number you gave me should be the individual policy number for for just your husband and whoever else he may have on the plan. Alright, what is your husband's name?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. OK. So, Mr. [PII], let's do a real quick verification. Can we verify uh Mr. [PII]'s date of birth and then address, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]. Our address is [PII].
[AGENT][NEUTRAL] Thank you. Alright, give me just one moment. OK, I see you all are through benefits and a card. That's who your brokers are. So let me see, um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] They may have their own set of brokers set up.
[AGENT][NEUTRAL] So that is through the Carrington network. It may be actually on the um back of the ID card. It may say Car Carrington network provider info.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you see that?
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I can give you their phone number too, but I was just gonna see if it was on the card.
[CUSTOMER][NEUTRAL] Uh, looking right now.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't, yeah, no, it doesn't, it doesn't say keratin on the back of it. Mm mm.
[AGENT][NEUTRAL] It doesn't say, OK, I would let me give you their number. It's called the Carrington Network.
[AGENT][NEUTRAL] And they give the they give you the provider information for the dental only and that is 1-800.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 290.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0523.
[CUSTOMER][NEUTRAL] OK, just to make sure I got 1-800-600523.
[AGENT][NEUTRAL] OK, say that again, please.
[CUSTOMER][NEUTRAL] 6900523.
[AGENT][NEUTRAL] No, 2
[AGENT][NEUTRAL] 2902. I probably said 6, Lord have mercy. 1-800290-0523.
[CUSTOMER][NEUTRAL] 02, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will give them and see if they can help me out.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] All right, so wonderful. So, Mr. [PII], is there anything else we can assist you with today?
[CUSTOMER][POSITIVE] No, no, that's it. Thank you so much.
[AGENT][POSITIVE] Well, thank you for calling APL and ma'am, you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, dear. Bye bye.