AccountId: 011433970860
ContactId: 87a8b845-9c1e-4bba-bf3e-86914564ca20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177619 ms
Total Talk Time (AGENT): 99617 ms
Total Talk Time (CUSTOMER): 46931 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/87a8b845-9c1e-4bba-bf3e-86914564ca20_20250501T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I was calling to see if you can tell me who exactly, like what dental office could take my insurance.
[AGENT][NEUTRAL] Sure, yeah, I can take a look at those providers that are in your network. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then [PII], can I get a good call back number uh from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] It's 02
[CUSTOMER][NEUTRAL] 60
[CUSTOMER][NEUTRAL] 9279
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Alright, and I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it's an iCloud account.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying all of that. OK, so this policy while it is through um APL, it participates in the Carrington PPO network. however, utilization of a provider in [PII] is not required. You could potentially take this anywhere.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you would like, we do have um on our uh website it's just [PII]. There is a little search tool there where you could find uh providers in that area, um, or in your area. However, what I would do [PII] is simply call around. I would, you know, of course look and see reviews places that you would like to go.
[AGENT][NEUTRAL] And give them a call you know explain that you've got a dental policy through APL participates in the Carrington PPO network, and if they have any questions, they're more than welcome to give us a call as well and we can kind of explain it to them.
[CUSTOMER][NEUTRAL] OK, OK. I had just called the dental office and they told me to call my plan and see who takes uh them.
[AGENT][NEUTRAL] We can, we're definitely happy to talk to them unfortunately, you know, ultimately it is up to each provider whether they choose to take this insurance or not um it's gonna be completely up to them, yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][POSITIVE] OK, I got you I got you. OK, well thank you.
[AGENT][NEUTRAL] Of course, yeah, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh