AccountId: 011433970860
ContactId: 77e735fe-0a53-4bc4-b299-fbf6482d65af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433640 ms
Total Talk Time (AGENT): 201046 ms
Total Talk Time (CUSTOMER): 179744 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/77e735fe-0a53-4bc4-b299-fbf6482d65af_20250128T18:53_UTC.wav
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[AGENT][NEUTRAL] [PII] this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was calling because I was, um, I called the line to see if I could get providers in my area or a list of providers, and they didn't have my information. So I just wanna make sure.
[CUSTOMER][NEUTRAL] Um, that I have the correct number on my ID card.
[AGENT][NEUTRAL] OK. When you say they, who are you referring to?
[CUSTOMER][NEUTRAL] Um, I am public.
[CUSTOMER][NEUTRAL] Um, I have the, hold on one second. So American Public Life and Carrington Solutions, I have my ID cards for dental, um, but when I called the number for
[CUSTOMER][NEUTRAL] Listings they had none of my information so I don't know. I just need to verify like my policy number or something like that.
[AGENT][NEUTRAL] OK, so I'm trying to clarify the question so you called someone to get a list of contracted providers?
[CUSTOMER][NEUTRAL] Correct. And they didn't have any of my information, but I've had this policy for over a year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's your name and policy number?
[CUSTOMER][NEUTRAL] Uh my name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. And what's the policy number on your card? Mhm.
[CUSTOMER][NEUTRAL] And my policy number.
[CUSTOMER][NEUTRAL] It is 02442839.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're uh disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] [PII], what's your date of birth and mailing address?
[CUSTOMER][NEUTRAL] It is [PII] and my mailing address I actually just changed it on my policy today, but I believe the one that you should have is [PII]
[AGENT][NEUTRAL] No, we show a different one.
[CUSTOMER][NEUTRAL] Um, I've moved a couple of times in the last year. Another one would be [PII].
[AGENT][NEUTRAL] This one is in [PII].
[CUSTOMER][NEUTRAL] Um, is that [PII]?
[AGENT][NEUTRAL] It is.
[CUSTOMER][POSITIVE] [PII]? OK, perfect.
[AGENT][NEUTRAL] Is this the correct one?
[CUSTOMER][NEUTRAL] Um, it's no longer correct, but that is likely what you would have.
[AGENT][NEUTRAL] OK, and what's the um let me see, you're with.
[AGENT][NEUTRAL] Yeah, you'll have to change your address through benefits and a card.
[CUSTOMER][NEUTRAL] Yes, I just did that today actually.
[AGENT][NEUTRAL] OK, OK, very good. So the policy number that you provided is your dental policy number. And what phone number did you dial to for uh a list of contracted providers?
[CUSTOMER][NEUTRAL] Um, I was given by benefits in the card [PII].
[AGENT][NEUTRAL] OK. When you call them, what information did you provide?
[CUSTOMER][NEGATIVE] Um, I gave them my phone number, my policy number, my address, my social security number, or like the last four of my social, and they had none of that information.
[AGENT][NEUTRAL] Yeah, and they wouldn't, yeah, they, they wouldn't or they're, they're just to look for a doctor that is within your area code, so that would be based, not your area code, your zip code. So you would have just given them your zip code.
[CUSTOMER][NEGATIVE] They can't even
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, the information you provided is for APL when you call us. Yeah, they have no clue what your policy number or anything is with us.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I can show you how to um.
[AGENT][NEUTRAL] Obtain uh contracted providers within your uh zip code on our website if you will, OK, you have time to do that?
[CUSTOMER][POSITIVE] OK, yeah, that would be great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, so if you are at a computer, if you can go to [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And then when you get to the site, tell me what you see on the homepage. What does it read?
[CUSTOMER][NEUTRAL] Um, it says workforce benefits that work for you.
[AGENT][POSITIVE] Perfect. OK, that's right. And so what we'll do is just scroll down.
[AGENT][NEUTRAL] And you're going to scroll down until you see.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Almost almost to the bottom of the page it's going to say Carrington Dental provider search and there's like an hourglass.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] With the truth in the middle, click that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then on that page it should say provider resources.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so scroll down to the middle section, the orange section.
[AGENT][NEUTRAL] Individuals with caring to dental plan and you're gonna click search dental providers.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so step 1 and 2 is already defaulted for you. So step 3 is asking for your city, so you would type in your city and spell your current city.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Oh, it is [PII]. OK. Is it the same zip code or a different one?
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] It is [PII] now.
[AGENT][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] And then enter your state.
[AGENT][NEUTRAL] And once you do that just click uh search for providers.
[AGENT][NEUTRAL] And tell me what pulls up for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Yeah. So I have a list of
[AGENT][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and at the top you see 5 you can hit the drop down button and you can sea[PII], 50, 100.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I think the more you search, the further out or the, you know, the further the distance.
[AGENT][NEUTRAL] Um, but that's, that's how you can locate a dental provider that's based on your zip code.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] OK, got it perfect this is exactly what I needed thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, you're welcome. Anything else I could help with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no, I think I'm all set. Um, I just wanna make sure when I actually I do have a question, when I, uh, apply as a new patient with the dental office, will I use Carrington as the provider then?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, you, they will, they'll ask for your um policy number which would be the one that you gave me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. And um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And generally what they will do is verify, call APL to verify your dental benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Using the that policy number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Mhm. And so the name of the insurance company is American Public Life because they'll ask you that.
[CUSTOMER][NEUTRAL] OK cool well I think.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much.
[AGENT][NEUTRAL] All righty. Anything else?
[CUSTOMER][NEUTRAL] Um, I think I'm all set.
[AGENT][POSITIVE] All [PII]. Well, thanks for calling [PII]. Have a good day, OK?
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] Yeah, bye-bye.