AccountId: 011433970860
ContactId: 8023b373-2240-45fb-866f-3de5ad37415e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323269 ms
Total Talk Time (AGENT): 147125 ms
Total Talk Time (CUSTOMER): 96662 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/8023b373-2240-45fb-866f-3de5ad37415e_20241230T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is Maine in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing? Uh, I had a, I had a quick question. So I'm a new member with you guys and my card came in. I was trying to see like if were there certain dentists or, you know, dental services that I need to use or like can I just use anyone that accept you guys' insurance?
[AGENT][NEUTRAL] Alright, so you're just trying to figure out if there's a provider list that you need to use, is that what you're saying?
[CUSTOMER][NEUTRAL] Yeah, or how does it, yes, ma'am. I'm sorry if I worded it wrong, but yeah, that's what I'm saying.
[AGENT][NEUTRAL] No, no, it's all right. I just wanna make sure I, I give you the right information. Uh, what was your name?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes. My name is [PII].
[AGENT][NEUTRAL] All right, Mr. [PII], and what is your policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Policy number on here is uh.
[AGENT][NEUTRAL] Or your member ID?
[CUSTOMER][NEUTRAL] I got a policy number. It should be 025.
[CUSTOMER][NEUTRAL] 74163
[AGENT][NEUTRAL] OK, give me just a second, Mr. [PII], I'm gonna pull that up.
[AGENT][NEUTRAL] Alright, and I just need to verify some information before we can continue um what is your date of birth?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And just in case we get disconnected, Mr. [PII], what's a good callback number for you today?
[CUSTOMER][NEUTRAL] Uh, good call back number is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And the last thing I need you to verify is your email address.
[CUSTOMER][NEUTRAL] My email address would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you so much, Mr. [PII] for verifying that information. Give me just a moment, let me take a look at your policy so that I can find out if you have a um network that you need to use. Give me just a moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, so there is no dental network for your policy. Um, anyone that will accept it, you can use it there.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, there is a list of usual network providers that we use, um, that we are certain that takes it if you want to take a look at that list that's on our website.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and how do I, uh, so will it be, uh, [PII]?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you'll go to um let me see where.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I think it's at the bottom of the screen. You'll scroll all the way down to the bottom.
[CUSTOMER][NEUTRAL] Over
[AGENT][NEUTRAL] And it says um Carrington Dental provider search.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let's see if I see it before you get off the line. Let's see.
[AGENT][POSITIVE] No problem. Yes, sir.
[CUSTOMER][NEUTRAL] And it's called, which one is it again? Oh, I see it. Carry dental provider search. OK, yeah.
[AGENT][NEUTRAL] Yes, that's who, so that's who we use for like a dental network on our other plans so we know that the Carrington providers will take it, um, so you can use that to help you find a dental provider, but there is no network with your plan. Anybody that will accept it can take it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Anybody that will search it, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, yeah, I was just kinda wondering how it works, so I'm about to try it out now I kinda play around with it and see what it, uh, what comes up, and I appreciate it for the information.
[AGENT][NEUTRAL] No, yeah, no problem, Mr. [PII]. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] Honestly, at the moment, not at the moment.
[AGENT][NEUTRAL] All right. Well, if anything else does come up or you have any other questions, you can always give us a call back, OK?
[CUSTOMER][POSITIVE] OK, thank you again.
[AGENT][POSITIVE] Thank you have a wonderful day and thank you so much for calling APO.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.