AccountId: 011433970860
ContactId: 49ced521-fe87-4216-9faa-a305603703df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424000 ms
Total Talk Time (AGENT): 184389 ms
Total Talk Time (CUSTOMER): 106380 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/49ced521-fe87-4216-9faa-a305603703df_20250321T12:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Alright, I was trying to um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Check and make sure my dental benefits were active and find uh.
[CUSTOMER][NEUTRAL] Someone in that network that I could go to.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] employee
[AGENT][NEUTRAL] Do you have the APL ID card?
[CUSTOMER][NEUTRAL] I'm looking on the card.
[CUSTOMER][NEUTRAL] I have uh.
[CUSTOMER][NEUTRAL] A member, a group member card.
[AGENT][NEUTRAL] OK, do you see a policy certificate number or policy ID number?
[CUSTOMER][NEUTRAL] I see a group number employee ID.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] What's, what is the group number?
[CUSTOMER][NEUTRAL] Um, next up.
[CUSTOMER][NEUTRAL] 943 7
[AGENT][NEUTRAL] 943 7
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that with a [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Let's see, I'm trying to locate it without the policy number.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] Are you in [PII]?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you mind verifying your date of birth and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And a good callback number?
[CUSTOMER][NEUTRAL] And the callback number is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. Thank you, Mr. [PII].
[CUSTOMER][NEUTRAL] Um, if we want.
[AGENT][NEUTRAL] And also, do you mind verifying your current mailing address, please?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Um, I need to update it, actually.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But um the, the current owner should be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is actually the address we have on file for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I'm on that card, do you see the policy number 3 I'm sorry, 2487731?
[CUSTOMER][NEUTRAL] Mm, I'm looking right now.
[CUSTOMER][NEUTRAL] No, I don't see a policy number on my card.
[AGENT][NEUTRAL] OK. Would you like?
[CUSTOMER][NEUTRAL] So do I need to write that down?
[AGENT][NEUTRAL] Well, I was gonna offer, I can email you a copy of your card so that you do have that policy number. Would you like for me to do that?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yes, that'd be good.
[AGENT][NEUTRAL] Yeah, I'll get that to you. Now, on your policy, it is, well, the policy is active as of [PII].
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] And the policy participates in the Carrington PPO network, but you don't have to go to an in-network provider.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can go to any dental provider and if the benefits are covered and you have, if it's available, we will pay the claim, whether it's in network or out of network.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And but it does participate in the Carrington network, and when I send you this card on there is a
[AGENT][NEUTRAL] On the back of the card, it does show you how to find a
[AGENT][NEUTRAL] Provider in your area that participates in the Carrington network.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Mr. [PII], can I verify your email so that I can send this card to you?
[CUSTOMER][NEUTRAL] I, I fed him.
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] I'm sending that to you right now in just a second.
[AGENT][NEUTRAL] Um, now,
[AGENT][NEUTRAL] For major procedures?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] It is not covered under this plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It only covers
[CUSTOMER][NEUTRAL] Am I able to upgrade the plan at all?
[AGENT][NEUTRAL] Well, that would be through benefits in a card. You would need to ask them if they offer any other car uh type.
[AGENT][NEUTRAL] A plan, yeah.
[CUSTOMER][NEUTRAL] No dental insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um I can give you their phone number if you would like.
[CUSTOMER][POSITIVE] Yes, that'd be great.
[AGENT][NEUTRAL] Their phone number is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Oh, I erased it by mistake. I got [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] My pleasure. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that was everything.
[AGENT][POSITIVE] It has been a pleasure. You should be receiving that email with your APL ID card, and Mr. [PII], it's been such a pleasure to assist you today. Please call us if you have any questions or concerns.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Mm.