AccountId: 011433970860
ContactId: 62d2f51f-5e60-426a-8154-d4b8f8341514
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314130 ms
Total Talk Time (AGENT): 130839 ms
Total Talk Time (CUSTOMER): 46661 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/62d2f51f-5e60-426a-8154-d4b8f8341514_20250324T13:05_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] Yeah, I was uh calling. They told me to call this number about my uh
[CUSTOMER][NEUTRAL] To get my uh dental.
[CUSTOMER][NEUTRAL] Card information.
[AGENT][NEUTRAL] All right, I can.
[CUSTOMER][NEUTRAL] Because, uh,
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm so sorry, go ahead.
[CUSTOMER][NEUTRAL] No, you go ahead. That's all.
[AGENT][POSITIVE] All right. I would be happy to assist you with that. Um, do you have an APL policy number or I can look it up by your social?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You can look it up.
[AGENT][NEUTRAL] OK. What's that social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Check on that for you. What is your name, please?
[CUSTOMER][NEUTRAL] Prodded you out.
[AGENT][NEUTRAL] Thank you. And do you mind verifying your
[AGENT][NEUTRAL] I gotta wait for my computer bear, bear with me. What's your date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And can you verify your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] City and state?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. And then finally, what is a good callback number?
[CUSTOMER][NEUTRAL] You can call this number.
[AGENT][NEUTRAL] OK, the [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, I do have an email on file. I can email you a copy of that card if you would like.
[CUSTOMER][NEUTRAL] Oh yes, ma'am. And can I also get a uh physical one?
[AGENT][NEUTRAL] Yes sir, I can request that they mail one to you at that home address that you verify. Do you mind verifying your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right. Hang on just a second. I'm getting that ready for you. And then you can check and make sure you can open the card attachment if you're able to.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Give me just one second please, sir.
[AGENT][NEUTRAL] Now, on this email, Mr. [PII], you're gonna get the um
[AGENT][NEUTRAL] Website to our portal you can always click on that website and create a login and password.
[AGENT][NEUTRAL] And be your policy benefits as well as you can print additional cards from there.
[AGENT][NEUTRAL] And view claim status. And I just sent that email, it's coming in from the care team.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] If you don't mind checking to see if you can open that card.
[AGENT][NEUTRAL] Just wanna make sure you have the information needed.
[AGENT][NEUTRAL] Sometimes it does take just a minute to arrive and I've also requested that card be mailed.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] All right, we just show that card. You can go to any dental provider. It does participate in the Carrington PPO network, but it's not required to go to an in-network provider.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, man, that's it.
[AGENT][POSITIVE] Well, thank you for calling APL. I hope you have a wonderful day and call us if we can be of further assistance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And Mr. [PII], thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.