AccountId: 011433970860
ContactId: 466c9eb2-c51d-4c7b-9f96-982b12c3d55c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314779 ms
Total Talk Time (AGENT): 165249 ms
Total Talk Time (CUSTOMER): 57068 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/466c9eb2-c51d-4c7b-9f96-982b12c3d55c_20250409T16:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was calling to uh see how can I get a list of uh
[CUSTOMER][NEUTRAL] Places that my dental and vision insurance is covered at?
[AGENT][NEUTRAL] OK, I can probably tell you how to get a list of your dental. We don't have no vision here. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII]?
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the dental policy.
[CUSTOMER][NEUTRAL] It is um
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] 02574656
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And um for security, may I have your date of birth and mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And what was the other one?
[AGENT][NEUTRAL] The email address?
[CUSTOMER][NEUTRAL] Uh, it's probably [PII].
[CUSTOMER][NEUTRAL] Or [PII]. I can't remember which one I gave him.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, it's the first one. Thank you.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so I can provide you with um one name and I can tell you how to get this list as well if you need to go ahead and get the list um later on if you cannot get in touch with the, the one that I'm gonna give you, OK? And this is gonna be based off your zip code and this is for dental, OK? Um, it looks like there is um Nicholas Dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And this is
[CUSTOMER][NEUTRAL] said [PII]
[AGENT][NEUTRAL] it's [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, the phone number for them is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and if you need to uh get the list on your phone, you can go to our website at [PII]. Scroll to the bottom where you see a tooth with a magnifying glass, and it's gonna take you to the site.
[AGENT][POSITIVE] You can get some more um you you can get the whole list.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Now, for the
[CUSTOMER][NEUTRAL] So I gotta create an account or something to do all that?
[AGENT][NEUTRAL] No, uh uh, no, you just go to [PII] and scroll to the bottom of that page. You're going to see a magnifying glass with a tooth. You're going to click on that. Once you click on that, it's going to take you to another page where it says Individual Carrington plan, search for providers, dental providers. You're gonna click on that and it's going to take you to the Carrington page. You just put your zip code and search. That's all you need to put.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. And then for the vision, um,
[CUSTOMER][NEUTRAL] And I can do that on a cell phone?
[AGENT][NEUTRAL] Yeah, you can do that on the cell phone. Yeah, you can do that on your cell phone. Mhm.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And uh for the vision, um, you are with Universal Trucking, so they use Espectera. So uh you can go to any dental, um, any vision place and usually just give them your social and let them know that you're with Espectera.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if, yeah, if you wanna make sure if you do have coverage to Spectera, you can always call Universal Trucking and check with them.
[CUSTOMER][NEUTRAL] Oh right.
[AGENT][NEUTRAL] Alright. Do you need any other information? Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Mm bye bye.