AccountId: 011433970860
ContactId: 37fda07d-c36f-4120-9bd1-d35fb57f6c3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164300 ms
Total Talk Time (AGENT): 44872 ms
Total Talk Time (CUSTOMER): 51128 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/37fda07d-c36f-4120-9bd1-d35fb57f6c3b_20250617T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] [PII], good morning. How are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] Good hey um I was wondering if my dentist was in network.
[CUSTOMER][NEGATIVE] I was having a really hard time getting a hold of you guys yesterday.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, let me bring it up. I just have it with me. Let me see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Or I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] OK, Social works [PII].
[CUSTOMER][NEUTRAL] 269068.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull up your policy real quick.
[AGENT][NEUTRAL] OK, so for your group um they do use the Carrington network?
[AGENT][NEUTRAL] And if you go to, um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me get the website. [PII].
[AGENT][NEUTRAL] And if you scroll all the way down.
[AGENT][NEUTRAL] It'll be a Carrington Dental provider search.
[CUSTOMER][NEUTRAL] Let me see [PII]. I think I looked there but uh.
[AGENT][NEUTRAL] And you could
[CUSTOMER][NEUTRAL] In the bottom you said there's a there's a what?
[AGENT][NEUTRAL] Uh, it says Carrington Dental provider search.
[CUSTOMER][NEUTRAL] Providers or.
[CUSTOMER][NEUTRAL] Uh, provider sign in them to providers, oh.
[CUSTOMER][NEUTRAL] OK and then?
[AGENT][NEUTRAL] And then you can click on that and then it should say individuals with Carrington dental plan and then search dental providers.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Cool, OK, and that this should get me where I need to go, yes?
[AGENT][NEUTRAL] Yes, so I mean you can type in like search by city, zip code, state, etc.
[CUSTOMER][POSITIVE] OK, got it. I appreciate it thank you very much.
[AGENT][POSITIVE] OK, thank you for calling [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.