AccountId: 011433970860
ContactId: 5e9dc1b3-02c5-4b6a-b405-ac3fa6da7dde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309950 ms
Total Talk Time (AGENT): 163955 ms
Total Talk Time (CUSTOMER): 101116 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/5e9dc1b3-02c5-4b6a-b405-ac3fa6da7dde_20250505T21:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just, um, I'm trying to find a dental provider and I'm really confused about where to look.
[AGENT][NEUTRAL] OK, you just need help finding a provider?
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, I can get your policy pulled up and be able to help you with that. Um, what was your name? I'm sorry.
[CUSTOMER][POSITIVE] Oh, thank you.
[CUSTOMER][POSITIVE] It's [PII].
[AGENT][NEUTRAL] OK, um, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is, looks like it's 02592655.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the.
[CUSTOMER][NEUTRAL] And [PII]? OK.
[AGENT][NEUTRAL] No, you're good thank you. uh, last thing I need is the email address we've got on file for you uh looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Awesome, thank you for verifying all of that autumn. OK, so for this kind of dental policy, uh, you've got a couple of different options. So on our website it's just [PII]. There is a spot where you can uh enter in like a zip code and find providers in your area.
[CUSTOMER][NEUTRAL] So I'm
[AGENT][NEUTRAL] However, what I would do is uh simply find providers that you would like to go to, you know, after looking it up, um, and you can tell them that this policy while it is through APL, it participates in the Carrington PPO network and if they have any questions or they're, you know, maybe not heard of us or anything like that they're more than welcome to give us a call as well so we can clear up any confusion.
[CUSTOMER][NEUTRAL] Um, OK, so you're saying I would go.
[CUSTOMER][NEUTRAL] To the provider I want?
[AGENT][NEUTRAL] Yeah, I would give them a call. That's, that's what I would do, um, tell them you've got a dental policy through APL and that it participates in the Carrington PPO network. Um, that should be enough, but you know again some some people may not have heard of us or not sure what kind of policy it is so in that case we talk to providers all the time so we could clear up any possible confusion.
[CUSTOMER][NEGATIVE] I'm so confused.
[CUSTOMER][NEUTRAL] But how will they know if they're in, how will I know if they're in that network?
[AGENT][NEUTRAL] They'll know if they're in the Carrington network and again if they're not certain they can give us a call.
[AGENT][NEUTRAL] They should know though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, I will give that a shot. Where's and the other way is to look for.
[CUSTOMER][NEUTRAL] Uh, provider through
[AGENT][NEUTRAL] There's a search option.
[AGENT][NEUTRAL] Yes, um, it's [PII].
[AGENT][NEUTRAL] And there's a spot that you'll see, yeah, that you'll be able to um search for providers, dental providers.
[CUSTOMER][NEUTRAL] Oh yeah, OK.
[CUSTOMER][POSITIVE] OK, I will take a look. OK, I'll start there. Thank you.
[AGENT][NEUTRAL] Alright, of course, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, well, I don't see a place to search for dental providers.
[AGENT][NEUTRAL] Are you on the website right now?
[CUSTOMER][NEUTRAL] It just says
[CUSTOMER][NEUTRAL] Yeah, I see about solutions products.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a moment, let me see.
[CUSTOMER][NEUTRAL] Brokers for groups.
[AGENT][NEUTRAL] I believe it's under, hold on, I'm gonna look at it with you give me just a moment.
[AGENT][NEUTRAL] Oh man, it is kind of close to the bottom.
[AGENT][NEUTRAL] Yeah, if you scroll almost all the way to the bottom I think um the there's a spot that says uh provider resources um uh very bottom actually, um, and then you'll see it say uh it's Carrington Dental provider search do you see that?
[CUSTOMER][NEGATIVE] Oh my gosh. No. Uh.
[CUSTOMER][NEUTRAL] OK, let me see provider resources, there's helpful resources, individual resources.
[AGENT][NEUTRAL] Um, I go back to the, uh, main page.
[CUSTOMER][NEUTRAL] No, it should.
[CUSTOMER][NEUTRAL] Oh, find a provider. I just found it provider resources.
[AGENT][NEUTRAL] There we are, OK.
[AGENT][NEUTRAL] So I didn't realize quite how hidden that was.
[CUSTOMER][POSITIVE] OK, I just found it, wow.
[CUSTOMER][NEUTRAL] OK, I'll take a look there and um start there.
[AGENT][POSITIVE] Alright sounds good. If you have any questions or again any of the providers do definitely have them give us a call and we'll do what we can.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, yeah thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.