AccountId: 011433970860
ContactId: 4facec2d-52b1-4fbf-bd9f-fdac7a763702
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234619 ms
Total Talk Time (AGENT): 90742 ms
Total Talk Time (CUSTOMER): 78776 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/4facec2d-52b1-4fbf-bd9f-fdac7a763702_20250613T22:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I have a question for dental.
[CUSTOMER][NEUTRAL] Oh, for, uh, the doctor is in network or no?
[AGENT][NEUTRAL] OK, for your policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is uh
[CUSTOMER][NEUTRAL] Oh my God, it's so.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] 02 637453.
[AGENT][NEUTRAL] OK, and your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Honey. [PII].
[AGENT][NEUTRAL] OK, and then can you verify your date of birth for me, or I'm sorry, your address and your email address.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] My [PII] name.last [PII].
[AGENT][NEUTRAL] OK, thank you. Um, so it looks like for your policy, you use Carrington as the PPO network?
[AGENT][NEUTRAL] Um, if you go to if you go to [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, and scroll all the way down.
[AGENT][NEUTRAL] You can find Carrington Dental Provider search and look for providers.
[CUSTOMER][NEUTRAL] How to do that, please? Uh repeat again.
[AGENT][NEUTRAL] Um, so the website is [PII].
[AGENT][NEUTRAL] So you go to that website, that's our web website.
[CUSTOMER][NEGATIVE] [PII]
[CUSTOMER][NEGATIVE] [PII]
[AGENT][NEUTRAL] No, [PII], so [PII], so [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then if you scroll all the way down.
[AGENT][NEUTRAL] There'll be a Carrington Dental provider search, and you can search for providers.
[AGENT][NEUTRAL] In your area.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I don't see that, hold on.
[CUSTOMER][NEUTRAL] Um. Oh yeah, uh-huh.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] And then just click on it.
[CUSTOMER][NEUTRAL] The dental provider.
[AGENT][NEUTRAL] And then it's search for dental providers.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] And then you'll want to answer the questions and the
[AGENT][NEUTRAL] Are you looking for just like a general dentist or?
[AGENT][NEUTRAL] You can look by your city and state and zip code.
[AGENT][NEUTRAL] Under step 3.
[CUSTOMER][NEUTRAL] Oh, OK, 6.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Shop center.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, uh, zip code, I don't know, hold on. OK, um, if not in network then how?
[AGENT][NEUTRAL] Um, you have out of network benefits, so you can see dentists that aren't in the network.
[AGENT][NEUTRAL] So either way we'll pay your plan but
[CUSTOMER][NEUTRAL] Yeah, but
[CUSTOMER][NEUTRAL] Oh, even though it's not in network also you will pay.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Oh, OK, OK then.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good weekend. Bye bye.
[CUSTOMER][NEUTRAL] Yeah