AccountId: 011433970860
ContactId: 65a379fa-b352-4714-8e4f-ffb8e082d801
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244869 ms
Total Talk Time (AGENT): 93078 ms
Total Talk Time (CUSTOMER): 123147 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/65a379fa-b352-4714-8e4f-ffb8e082d801_20250204T15:04_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. Um, I'm trying to set up a dentist appointment.
[CUSTOMER][NEUTRAL] And I'm trying to figure out who you, I'm active with you all, but I'm trying to figure out.
[CUSTOMER][NEUTRAL] What insurance provider I uh.
[CUSTOMER][NEUTRAL] I get to locate what providers are in my network.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] And you are [PII].
[AGENT][NEUTRAL] [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 259-5096
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] verify your date of birth, your mailing address and email address for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for verifying that.
[AGENT][NEUTRAL] And you're basically just wanting a list of dental providers?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we do not have a list of the Carrington PPO network, uh, contracted providers, but I do have a phone number that I can provide.
[AGENT][POSITIVE] And they could assist you in.
[CUSTOMER][NEUTRAL] Parenting
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] They, yeah, I've talked to them and they said that they cannot assist me.
[CUSTOMER][NEUTRAL] Because my policy number.
[AGENT][NEUTRAL] With locating a provider?
[CUSTOMER][NEUTRAL] Right. And when I tell them.
[AGENT][NEUTRAL] With locating a provider?
[CUSTOMER][NEUTRAL] Yes ma'am, with located a provider.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they're the PPO network of providers.
[CUSTOMER][NEUTRAL] I understand that.
[CUSTOMER][NEUTRAL] But I guess because my policy number has not been updated in their system.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] They're not an insurance provider, correct? Carrington does not provide insurance.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] They are not an insurance company, correct? They just, they're the network of contracted providers so they wouldn't have your policy number.
[AGENT][NEUTRAL] They actually do not need your policy number. You would just give them your zip code and they can locate a provider within that area.
[CUSTOMER][NEGATIVE] They're saying that they cannot do that because they do not know who my insurance provider is.
[AGENT][NEUTRAL] OK, it's American Public Life, which is who you're speaking with now.
[CUSTOMER][NEGATIVE] American Public Life, they are telling me it's not registered in their system. And when I'm looking up on other sites, American Public Life does not come up as an insurance provider.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm a little confused. We are the insurance company who processes your claim.
[CUSTOMER][NEUTRAL] I'll.
[AGENT][NEUTRAL] So it, they would verify if the provider, your dental provider is a part of their network, not American public life.
[CUSTOMER][NEUTRAL] So who is my dental provider?
[AGENT][NEUTRAL] OK. Who is your dentist?
[CUSTOMER][NEUTRAL] That's what I, I don't have a dentist. That's what I'm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. And so because Carrington Network is the company that houses dental providers within your area, then they are the ones who could assist you with finding a dental provider or a dentist in your area. So maybe you're not asking them the correct question.
[AGENT][NEUTRAL] So when you contact Carrington, they
[CUSTOMER][NEGATIVE] But they can't provide me, they can't provide me a dentist if they don't know who my insurance provider is. American Public Life is not, y'all aren't an insurance provider. Y'all don't provide dental insurance, correct?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, it's American Public Life.
[AGENT][NEUTRAL] Your policy, your dental policy is through American Public Life. So yes, you have a policy with us.