AccountId: 011433970860
ContactId: 8ed52648-5f81-4ea2-892a-27f802f0422e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425420 ms
Total Talk Time (AGENT): 107325 ms
Total Talk Time (CUSTOMER): 223102 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/8ed52648-5f81-4ea2-892a-27f802f0422e_20250415T18:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is Hay. May I help you?
[CUSTOMER][NEUTRAL] so I just.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello. Hi, are you there?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Yes, I'm here. Can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] OK, babe, my reason for calling, I'm calling for my granddaughter. She's got a plan with you all, and I was just wondering if, and her, she was wondering, she got a bad, a bad abscess and she wants to know, could y'all help her out with finding a dentist that used this insurance.
[AGENT][NEUTRAL] Yes, do you have the policy number for her?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's APL, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, the policy number is 02603616.
[CUSTOMER][NEUTRAL] Is she in group 70056.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See here.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and then what's her first and last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then her date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Wait a minute, I, I don't forgot yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You, you're welcome. Bye.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then do you know her mailing address?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII], that's one word.
[CUSTOMER][NEUTRAL] And this is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome, right.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Sorry, just one moment and I'll pull up her.
[AGENT][NEUTRAL] Her information to see.
[CUSTOMER][NEUTRAL] Don't take your time. Take your, take your time, baby.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. I was looking at this letter she actually she got from you all, but.
[CUSTOMER][POSITIVE] Yes, yes I know where it's for.
[CUSTOMER][NEUTRAL] It got, it's y'all because I got the number off here.
[AGENT][NEUTRAL] What letter did you receive? What does it look like?
[CUSTOMER][NEUTRAL] Is it COVID?
[CUSTOMER][NEUTRAL] Continues serve elect phone. It said.
[CUSTOMER][NEGATIVE] 90 degree fish, fish, I can't see it.
[CUSTOMER][POSITIVE] Now the uh benefit, benefit. I got it out there. [PII] attend a big COVID department.
[CUSTOMER][NEUTRAL] Then get an address.
[CUSTOMER][NEUTRAL] It gives the number and and then I get this 318 that's the fax number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We just tell me that she qualify.
[AGENT][NEUTRAL] OK. Does she have a dentist appointment?
[CUSTOMER][NEUTRAL] She's OK. She qualify for medical.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] No, ma'am, but we, that's what we trying to do, make her one. We're trying to make her one.
[CUSTOMER][NEUTRAL] And uh, and I was, you know, but some a dentist don't make no it it um don't accept all kind of insurance, but that's what I was saying. I was calling to see if I can find a dentist that accept this you all uh you uh.
[CUSTOMER][NEUTRAL] And just their plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It and I'm, my question was, can I call any dentist and they your car to pay for it.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I do you you like special dentist that she have to go to.
[AGENT][NEUTRAL] So, you can go to any dentist, but we, for this policy, we do recommend going into um a Carrington PPO network. So, I would call the dentist that, that's around you, around your area, and then just call them and ask if they're under Carrington PPO network.
[CUSTOMER][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] Right, uh, OK.
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] OK, but you said I can go up under what now? What is, what was that you said I can go up under?
[AGENT][NEUTRAL] So I, so it.
[CUSTOMER][NEUTRAL] Oh, the, the, the uh.
[AGENT][NEUTRAL] So for her.
[CUSTOMER][POSITIVE] Go ahead, baby, tell me what you were saying. I'm sorry.
[AGENT][NEUTRAL] You're OK. So for her policy, um, it says that this policy participates in the Carrington PPO network. So you are going to want to call the dentist around you and ask them if they accept Carrington.
[CUSTOMER][NEUTRAL] Who
[AGENT][NEUTRAL] If they're in network with Carrington.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Car, can you spell that for me spell it for me, please.
[AGENT][NEUTRAL] Yes, it is CAR.
[AGENT][NEUTRAL] E
[AGENT][NEUTRAL] ING.
[AGENT][NEUTRAL] TON.
[CUSTOMER][NEUTRAL] I had uh.
[CUSTOMER][POSITIVE] OK, that's what I needed cause I had character P P O N.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I can go to this website.
[AGENT][NEUTRAL] Yes, yes. Mhm.
[CUSTOMER][POSITIVE] OK. All right, baby. Thank you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much. You have a blessed day now.
[AGENT][POSITIVE] Thank you. Is there anything else I can help you with? OK.
[CUSTOMER][NEUTRAL] Mm. All right. Bye-bye, baby.
[CUSTOMER][NEUTRAL] No, ma'am, that, no, I'm just trying to make sure before I start calling these dentists to see, you know, OK, I got it. I understand.
[AGENT][POSITIVE] 00 yeah. Yeah. Yeah, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm. All right.
[CUSTOMER][NEUTRAL] You too now, baby. All right, bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Bye.