AccountId: 011433970860
ContactId: 4457c5c8-3c31-4211-9e27-e8fa1eed005d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 465299 ms
Total Talk Time (AGENT): 162450 ms
Total Talk Time (CUSTOMER): 94282 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/4457c5c8-3c31-4211-9e27-e8fa1eed005d_20250409T17:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was just wondering if this is the right number to um find coverage or find a provider.
[AGENT][NEUTRAL] Um, I can check and see. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] and then [PII].
[AGENT][NEUTRAL] Thank you. And Miss [PII], and do you have a policy number with us?
[CUSTOMER][NEUTRAL] Yes, it's for dental, um, let me get it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What did you need?
[AGENT][NEUTRAL] And the policy number if you have it.
[CUSTOMER][NEUTRAL] OK, 02353771.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, um, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Uh [PII], I'm sorry.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. Address [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um, with this, um, particular product, um, this is one of our basic dentals, um, you can go ahead and go to our website at [PII].
[CUSTOMER][NEUTRAL] OK, and where do I go from there? Because I'm on the home page, but I don't know where to go.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go ahead and scroll all the way to the bottom of the page. You're gonna see a magnifying glass with the tooth.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you see it?
[CUSTOMER][NEUTRAL] I'm doing it on my phone.
[AGENT][NEUTRAL] OK, yeah, it's gonna be all the way to the bottom, like almost to the end.
[CUSTOMER][NEUTRAL] Let me try doing it on Google, cause I'm doing it on Safari right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK 1 2nd.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, you said it's a magnifying glass.
[AGENT][NEUTRAL] Yes, it's a magnifying glass with a tooth in it.
[CUSTOMER][NEUTRAL] Yeah I'm not saying that.
[AGENT][NEUTRAL] And you're all the way to the bottom?
[AGENT][NEUTRAL] Of the page.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yes, uh-huh, in public.
[CUSTOMER][NEUTRAL] Oh, I had to log out. It's on the homepage, but it says Carrington dental provider search.
[AGENT][NEUTRAL] Uh-huh, there, yes, just click on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's gonna open in a new tab or open a new um page and you're gonna click on search dental provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna wait a couple of minutes. Well, it's gonna be like a minute. I think you get like a little ad for some reason, and then you're gonna see the Carrington page and you're just gonna put your zip code.
[AGENT][NEUTRAL] And then click on search for providers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and all of these that come up are in-network?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I'm gonna help you with today? Mhm. OK.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, yes, I don't know if this is the right question to ask, but um if I do go in to see one of these, what is my co-pay?
[AGENT][NEUTRAL] Oh, this one doesn't have a copay. Um, you have a maximum benefit per year and then you have a deductible. The deductible is $50. Now, uh, deductible only applies to, um, basic expense and radiograph FMX. It does not, um, apply if you go just for preventatives. The preventatives are your like regular checkups, um, just regular cleanings, not the one, but the regular cleaning and the back wings.
[CUSTOMER][NEUTRAL] OK, so regular cleanings are not covered?
[AGENT][NEUTRAL] Yes, regular cleanings, bite wings, and regular checkups, those are preventative. So that deductible of $50 doesn't apply to that.
[AGENT][NEUTRAL] But if you go and do like a um yeah, a filling or if you have a simple extraction or um you have a uh FMX where they put you in the machine and they do the picture of all your mouth, then yes, you do have that $50 deductible, but there's not like a co-payment or anything like that.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Oh, OK. That's all I wanted to know. Thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that was all. Thank you.
[AGENT][POSITIVE] OK, you're welcome. Thank you for calling APL. Have a good day now.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.