AccountId: 011433970860
ContactId: 8e14b0a6-760e-4315-b7e0-b6ab752d83c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395779 ms
Total Talk Time (AGENT): 196659 ms
Total Talk Time (CUSTOMER): 116606 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/8e14b0a6-760e-4315-b7e0-b6ab752d83c1_20250225T19:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling to see what
[CUSTOMER][NEUTRAL] Or to see
[CUSTOMER][NEUTRAL] Basically I want to fully understand my policy.
[AGENT][NEUTRAL] OK, um, we can go over your benefits and what all is covered under your policy, um, what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII] more.
[AGENT][NEUTRAL] You said [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, again, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't have it on me at the moment.
[AGENT][NEUTRAL] Sure, I could start using your social as well if that's easier.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you believe I've found you. Um, I'm just gonna verify some information really [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[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 is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, it should be my full name, [PII].
[AGENT][NEUTRAL] Got it. OK. Thank you so much for verifying that information. Let's take a look here. OK, so this is for your dental policy. Um, did you have any specific questions or if you'd like, I can um send you a copy of your policy that shows all of the covered um procedures.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So yeah, there's two main things I'm curious about it cause I was reading it.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 1 Z
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] One had my my mailing address incorrect instead of an F, it has an S for some reason.
[AGENT][NEUTRAL] Uh, let me take it just looked at it. Let me see.
[CUSTOMER][NEUTRAL] I don't know if that
[AGENT][NEUTRAL] Let's see, [PII], that's [PII], correct?
[CUSTOMER][NEUTRAL] Uh, repeat that again.
[AGENT][NEUTRAL] Um, [PII] [PII] I oh excuse me, [PII], right?
[CUSTOMER][NEGATIVE] Yeah, that's the wrong one. It's supposed to be an F.
[CUSTOMER][NEUTRAL] Where the S is.
[AGENT][NEUTRAL] So it's supposed to be
[CUSTOMER][NEUTRAL] Where the first S is.
[AGENT][NEUTRAL] Oh no, no, that is an F. I've got an F there, sorry, so yes, F as in Foxtrot, I S as in Sierra, TA, right?
[CUSTOMER][NEUTRAL] Yeah, the second S is right, the 1st 1 is wrong.
[AGENT][NEUTRAL] OK, yeah, no, we've, we've got an F there, um, F as in Foxtrot at the beginning, yes, so Fiesta Lane, um, that is what we've got, so we might have corrected that before.
[CUSTOMER][NEUTRAL] And it's weird because when I log.
[CUSTOMER][NEUTRAL] Wait, did you say there was an F or an S?
[AGENT][NEUTRAL] F as in Foxtrot.
[CUSTOMER][NEUTRAL] Oh Foxtrot. OK, yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's just weird because I was looking at the policy and my when I logged in and it said Fiesta instead.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] On our online portal?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Hm, let me see.
[CUSTOMER][NEUTRAL] But in my profile it's, it's weird because it says in my profile it has the right one, but within the actual policy.
[CUSTOMER][NEUTRAL] Like when I open it up with all the details, it says siesta.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um, everywhere that I see it, it's, uh, that's what we've got is the correct address, so I, I think that's OK. It might have been a little typo maybe at the beginning when the account was first created, um, but it does appear to have been corrected.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, then the other question that I'm not really sure about because I don't see it anywhere.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Is this policy able to use like mainly in network stuff or is it just everywhere open?
[AGENT][NEUTRAL] OK, um, so this policy it participates in the Carrington PPO network so but it can operate outside of that network. So when you're going to look for a provider, you can simply, I would just honestly call them but that's completely up to you we do have um a section on our website that you can look for providers but um you can just ask them you know that uh if they participate in the Carrington PPO.
[AGENT][NEUTRAL] Most of them do, it's a pretty big network, but that's the part of the that's what your policy goes under.
[CUSTOMER][NEUTRAL] OK, so Carrington GTO.
[AGENT][POSITIVE] Right, and if they have any questions for us or if they've never heard of this, um, insurance, um, they're more than welcome to give us a call as well.
[CUSTOMER][NEUTRAL] OK, uh, you said it could be used.
[CUSTOMER][NEUTRAL] Elsewhere as well?
[CUSTOMER][NEUTRAL] What did you mean by that? Like, how is it different?
[AGENT][NEUTRAL] Yes, yes, so it's simply the um as it's a PPO plan that's just how the pricing works, um, but it doesn't have to operate inside the Carrington PPO so again you can go pretty much anywhere you'd like with this it is going to be up to each individual provider if they choose to file the claims for you or not.
[AGENT][POSITIVE] Um, and again if there's any confusion or anything like that, they can definitely give us a call. We do talk to providers all the time.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think that's, that's pretty much it then thank you.
[AGENT][NEUTRAL] Yeah, did you have any other questions for me, [PII]?
[CUSTOMER][POSITIVE] No, that's it I appreciate it.
[AGENT][POSITIVE] All right, you're very welcome. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.