AccountId: 011433970860
ContactId: 6e0c0d12-70a6-4877-b113-24f228a1681d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294709 ms
Total Talk Time (AGENT): 136994 ms
Total Talk Time (CUSTOMER): 119010 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/6e0c0d12-70a6-4877-b113-24f228a1681d_20250124T13:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm, I'm trying to find a dentist near me that accept my insurance cause I had a dental injury last night.
[CUSTOMER][NEUTRAL] And I had to go to an emergency room.
[AGENT][NEUTRAL] OK, your name?
[CUSTOMER][NEUTRAL] Um, [PII], and my last name is [PII]. Yes.
[AGENT][NEUTRAL] And the policy
[AGENT][NEUTRAL] What's your what's your policy number?
[CUSTOMER][NEUTRAL] 02451064.
[AGENT][NEUTRAL] 51064.
[CUSTOMER][NEUTRAL] Yes, 02451064.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And [PII], what's your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Um, [PII], my mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the email address on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that information. Um, on our website, uh, which is [PII].
[AGENT][NEUTRAL] Uh, you can locate the, uh, contracted provider in your area. Do you have access to a computer at this time? I can walk you through it.
[CUSTOMER][NEUTRAL] Um, yes, I can look on my phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what do I go to, ma'am?
[AGENT][NEUTRAL] Um, it's a [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And when you get to the home page it should say does it say provider resources?
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] OK, scroll down. It's scroll down until you get to the orange section.
[AGENT][NEUTRAL] It says individuals with Carrington dental plan?
[CUSTOMER][NEUTRAL] OK. So dental provider.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Click on that button.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there's 3 steps. Step 1 is already defaulted to dental. Step 2 is defaulted to general dentist. Step 3 is asking you to enter your city.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your state?
[AGENT][NEUTRAL] And then zip code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then uh the green button it says search for providers you can uh click that.
[AGENT][NEUTRAL] Button.
[AGENT][NEUTRAL] And it should populate.
[AGENT][NEUTRAL] A list of providers based on your zip code?
[CUSTOMER][NEUTRAL] Mm, let's see, um.
[CUSTOMER][NEUTRAL] That's a providers.
[AGENT][NEUTRAL] See,
[AGENT][NEUTRAL] Mhm. And so right now it's displaying looks like 5.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Up at the top, um, there's a drop down button. I think it's set to 5 right now, but if you click the drop down, you could select there's 1025, 50 or 100 providers within your area. I think that they may be further out like for instance the ones now look like they're right next door. It gives you the distance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And maybe the, the, the more you select it could be further out.
[CUSTOMER][NEUTRAL] Yes, I see it.
[CUSTOMER][NEUTRAL] OK, so my, is my insurance still active cause I got it with my job, but I, I got it last year but I never went to the dentist.
[AGENT][NEUTRAL] From where you live.
[AGENT][NEUTRAL] I'm showing it active at this time. Are you still employed?
[CUSTOMER][NEUTRAL] Oh yes ma'am. I'm still employed. I just never went to the dentist, um, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, yeah, I show that it's active at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much, ma'am. I'm gonna find somebody. Thank you so much.
[AGENT][POSITIVE] You're welcome
[AGENT][NEUTRAL] I know. I hope you feel better. Did you fall?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes I fell on the ice and my front tooth is dislodged and I'm trying to get it fixed cause I don't, you know, wanna be walking around my front teeth and stuff and I'm I just slow.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Exactly. [PII] did get us a lot of snow, didn't they?
[CUSTOMER][NEUTRAL] Yeah, you said did we get to know?
[AGENT][NEUTRAL] [PII]. You all got quite a bit of snow.
[CUSTOMER][POSITIVE] Oh yes, and I stay in a small country town. We haven't had snow in like 12 years, so everybody was excited about it. Yes, ma'am.
[AGENT][NEUTRAL] Oh, really?
[AGENT][NEUTRAL] Oh, wow. OK. Well, I hope you get to feeling better and I hope that they can fix that up for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, thank you so much, ma'am.
[AGENT][NEUTRAL] You're welcome, [PII]. Anything else?
[CUSTOMER][POSITIVE] Thank you. Um, that'll be it. Thank you.
[AGENT][POSITIVE] All right, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] All right, you too. Bye-bye.