AccountId: 011433970860
ContactId: 583a099f-330e-4e5b-9deb-d1c4ce15f22a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487579 ms
Total Talk Time (AGENT): 245944 ms
Total Talk Time (CUSTOMER): 116372 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/583a099f-330e-4e5b-9deb-d1c4ce15f22a_20250415T14:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I was calling to get information on my dental plan.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with your um dental policy. And may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Um, policy number, I'm not sure about it. The phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And have you received your cards or anything or you don't have that yet?
[CUSTOMER][NEUTRAL] Um, I'm at work right now. I don't have any cards.
[AGENT][NEUTRAL] OK, um, I can look your policy up with your social as well if you like.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And I'm ready whenever you are.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the um.
[AGENT][NEUTRAL] Policies to populate here. Hold on one moment.
[AGENT][NEUTRAL] And you said dental here it is.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Alright, so it just popped up. Hold on one moment.
[AGENT][NEUTRAL] And Ms. [PII], I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. The mailing address is [PII]. The email address should be my first name, last name [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um what questions did you have about your policy?
[CUSTOMER][NEUTRAL] Um, the dental, I was trying to see did it, um, cover composite veneers, or gap closing.
[AGENT][POSITIVE] So the easiest thing to do.
[AGENT][NEUTRAL] Did, did your dentist give you any colds?
[CUSTOMER][NEGATIVE] Um, no, they do not.
[AGENT][NEUTRAL] The reason I'm asking is because like on where all your benefits are, it's like a list of codes.
[AGENT][NEUTRAL] And I would just see if that code is, is, um.
[AGENT][NEUTRAL] On the list to know if it's covered or not.
[AGENT][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Yeah, cause see most places.
[CUSTOMER][NEUTRAL] Most places that I go to, like I just had to go to orthopedic, and the place that the hospital uh recommended me to go to, they didn't take the insurance. So I had to call and get a list of um orthopedics that took the insurance. So I'm guessing this is the same way.
[AGENT][NEUTRAL] Well, so your policy is on the Carrington PPO network, but even if you were to choose a dentist that wasn't a Carrington provider, your benefits are still the same, so you really could go wherever, you know, you choose, um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't know what.
[AGENT][NEUTRAL] Let me see if maybe I can Google a code. I don't wanna.
[AGENT][NEGATIVE] not be accurate. I just don't know how that's like, you know what that's considered and like I'm looking at some like it gives like a little brief description, but I don't see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The veneers or the gap quote like that's what I'm trying to find, I don't see it on here. The best thing, do you have a dentist in mind?
[CUSTOMER][NEUTRAL] Um, no, that's just the thing they telling me that um they can't find the insurance that I have for the job, so I would have to call and get a list.
[AGENT][NEUTRAL] Oh, so you're calling for the list of providers. OK, so there's two things you can do. If you need a list of providers in your area, I can give you the phone number to Carrington and the um website, but like I said, the benefits are the same whether you have Carrington or not. What we usually say to do is to have the dentist, whoever you choose, give them this phone number and your policy number.
[AGENT][NEUTRAL] Um, we just ask for your first and last name and date of birth, and we can go through the, you know, go through everything with them, verify your insurance. A lot of times they see APL and say they don't take it because they don't know what APL is, but once we get to talking to them, they say, oh, I'm a Carrington provider, you know, from there. So I would definitely have whoever you have in mind, give us a call so that we can let them know you do have coverage and see if.
[AGENT][NEUTRAL] The coverage you have is what you need for what you want. Um, I can also give you the number to Carrington for the list of providers as well if that's what you like.
[CUSTOMER][NEUTRAL] Um, yes, could I have that number? Can I also have my policy number? For some reason it's not letting me reset my, um, login information on the site.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like on the portal?
[CUSTOMER][NEUTRAL] Yes, on the APL port it's not letting me uh reset it.
[AGENT][POSITIVE] Oh, I can fix that for you.
[AGENT][NEUTRAL] Let me fix that. Well, let me get you the number first and then I'll fix, fix that for you so you can reset.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Oh right.
[AGENT][NEUTRAL] OK, so the phone number for Carrington is [PII].
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK I have it.
[AGENT][NEUTRAL] OK, and then let me get your.
[AGENT][NEUTRAL] Mm, um, po[PII] so I can look on the online service and and reset that for you. Hold on one second.
[AGENT][NEUTRAL] And while I'm doing that, let me go ahead and give you your policy number. Um, you ready?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so it's 2555.
[AGENT][NEUTRAL] 827.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] 87.
[AGENT][NEUTRAL] On the online service center, um, what username are you entering?
[CUSTOMER][NEUTRAL] Um, I put my email in.
[AGENT][NEUTRAL] OK, the reason I'm asking is because um like usually if it's locked out or the password needs to be reset, it'll, for the status, it'll say like locked out, but it says active here.
[CUSTOMER][NEUTRAL] So like that.
[AGENT][NEUTRAL] So your username is
[CUSTOMER][NEUTRAL] So you you.
[AGENT][NEUTRAL] Oh, just your first name and then B.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, let me see, that's probably the problem.
[AGENT][NEUTRAL] And then once you put
[AGENT][NEUTRAL] Let me know what happens when you put that. After you put that username, you should be able to just use that forgot password link, I hope. Let me know how it works.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, it worked.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] All right, well, was there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, there is
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] Alright you too thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] All right.