AccountId: 011433970860
ContactId: 3b26627b-0512-418e-aef3-1040f743b0d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119220 ms
Total Talk Time (AGENT): 55018 ms
Total Talk Time (CUSTOMER): 38330 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/3b26627b-0512-418e-aef3-1040f743b0d6_20250603T21:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, I was calling to see, um, I just got my insurance card and I live in [PII]. If there's a dental or dentist that's close that takes this insurance.
[AGENT][NEUTRAL] OK, um, did, does your card have Carrington on it?
[CUSTOMER][NEUTRAL] It has, where would it have [PII] at?
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, OK, I have, OK, it's 02635534.
[CUSTOMER][NEUTRAL] Oh yeah, it says [PII] right there in big letters.
[AGENT][NEUTRAL] OK, um, let's see.
[AGENT][POSITIVE] So, um, you can go to any dentist you like, but if you do go to a doc or a dentist that's in network with Carrington, that's gonna save you the most money.
[AGENT][NEUTRAL] Um, so let me give you our website. I don't have access to look it up, but um I can give you our site to look it up.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, so just go to [PII], so it's [PII].
[CUSTOMER][NEUTRAL] AM
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is it all lower case?
[AGENT][NEUTRAL] And then if you go down to, if you scroll all the way down on that main page, there'll be Carrington Dental Provider search, and then you can search um with different parameters.
[CUSTOMER][NEUTRAL] You said.
[CUSTOMER][NEUTRAL] OK, and you said a [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK alright then thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.