AccountId: 011433970860
ContactId: 5714486b-68c3-4e52-a2eb-429a1ac3d98c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301570 ms
Total Talk Time (AGENT): 134873 ms
Total Talk Time (CUSTOMER): 49618 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/5714486b-68c3-4e52-a2eb-429a1ac3d98c_20250311T12:29_UTC.wav
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[AGENT][NEUTRAL] APL this is how may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, I'm trying to um find out what providers I can go to in my area.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, 02605087.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] If you can verify your date of birth, mailing address and email for me please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And email.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] Thank you for that, [PII].
[AGENT][NEUTRAL] OK, so the PPO network of contracted providers is Carrington. um, we do not have a list of their, um, contracted providers, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Do you have access to a computer right now?
[CUSTOMER][NEUTRAL] I do, I do.
[AGENT][NEUTRAL] You do?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, go to [PII].
[AGENT][NEUTRAL] And the home page at the top will say APL workforce benefits that work for you.
[CUSTOMER][NEUTRAL] Hold on a second, let me get on that website.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I'm on the main page.
[AGENT][NEUTRAL] OK, so just scroll down.
[AGENT][NEUTRAL] Um, and it will take you to or what you're looking for.
[AGENT][NEUTRAL] I it's almost near the bottom.
[AGENT][NEUTRAL] And it says find a provider and it's like a.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Magnifying glass above it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Click on find a provider.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then scroll down you're gonna get to the middle area it says individuals with Carrington dental plans.
[AGENT][NEUTRAL] And orange.
[AGENT][NEUTRAL] The background is orange.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it says search dental providers, click search dental providers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. So step one is already defaulted to dental. Step 2, it's defaulted to general dentist. So step 3, it's asking for your city. So type in your city right there.
[AGENT][NEUTRAL] And then also type in your state and your zip code.
[AGENT][NEUTRAL] And then you're gonna hit the search for providers that green button search for providers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And tell me what populates for you.
[CUSTOMER][NEUTRAL] Um, I see 5 providers. I went 50 miles out.
[AGENT][NEUTRAL] OK, and then right above the name specialties address distance headers is a number 5. There's a drop down box.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So right now it's showing you 5, you can check, you could select 1025, 50 or 100.
[AGENT][POSITIVE] And that'll give you more providers. I think the more you um select the further the further it's out for where you live.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it should provide the provider's name, other specialty, and then the address and phone number information.
[AGENT][NEUTRAL] You see that?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And so you could use that list you're welcome and did you have any other questions I could help out with today?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right, well thank you for calling ATL [PII] have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.