AccountId: 011433970860
ContactId: 8fe8c198-1e2c-49da-959d-bc6537f1ea65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311359 ms
Total Talk Time (AGENT): 98177 ms
Total Talk Time (CUSTOMER): 135501 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/8fe8c198-1e2c-49da-959d-bc6537f1ea65_20250417T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is uh [PII]. I was calling to see.
[CUSTOMER][NEUTRAL] If I could, uh.
[CUSTOMER][NEUTRAL] I don't know who accepts the dental y'all's dental insurance.
[CUSTOMER][NEGATIVE] And I can't find anything online and I pressed the only thing that the only number that I need to press.
[CUSTOMER][NEUTRAL] To get any kind of information.
[AGENT][NEUTRAL] OK, I can help you look at your benefits. Um, do you have, uh, your policy number by chance?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Or I can look it up by your name or social.
[CUSTOMER][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] 48
[CUSTOMER][NEUTRAL] 7466
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], do you, what is your birth date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] You have a good callback number just in case uh I get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. I just need two more pieces of information, your address?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, it looks like I have a different address, maybe an old one.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What do you have?
[AGENT][NEUTRAL] At a [PII].
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] No, that's my, oh, I had to, I changed my address for my taxes cause I was so I was supposed to be moving and I didn't get to move when I was intending on moving, but that is my stepmother's address. I will be there not too much longer, I hope.
[AGENT][NEUTRAL] OK, so which one is uh correct for our files?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, just leave that one the.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is your email address?
[CUSTOMER][NEUTRAL] Um, that will be different because I can't get into my old, I got a new phone and I can't get into my old email, but that one is [PII] is my old one.
[AGENT][NEUTRAL] OK. OK. Are you wanting to change?
[CUSTOMER][NEUTRAL] So just put in the 19, yeah just put in [PII] on there so we're the 83 just add the 19 and make it 1983 and that's my new one.
[AGENT][NEUTRAL] OK, let me get that updated real quick.
[AGENT][NEUTRAL] OK, OK, so [PII]. Is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, we're wanting to check on what dentist you can see, is that right?
[CUSTOMER][NEUTRAL] Yes, um, um, like I, I'm in [PII]. It would be closer for me to go to maybe [PII] or [PII] or, you know, just somewhere in this, uh, vicinity.
[AGENT][NEUTRAL] OK, so you do use the um you can use the network Carrington.
[AGENT][NEUTRAL] Um, and I can transfer you over to them and they can help you find a provider close to you, um, or you, if you want me to do that?
[CUSTOMER][NEUTRAL] OK, do y'all, I, I called one dentist to see if they took this insurance and they told me, uh.
[CUSTOMER][NEUTRAL] Uh, it's, uh, underwritten by Dta Max.
[AGENT][NEUTRAL] Mm, no, I don't know what that is.
[CUSTOMER][NEUTRAL] Or or uh PPO.
[AGENT][NEUTRAL] Yeah, this one would be through Carrington. Carrington is the PPO network.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And then you have certain benefits that pay out for your plan. Um, when you go to the dentist, just give them your card and they'll call and verify that, you know, you're covered, etc. um, but Carrington is the network.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so I don't ask them if they take the APL. I ask them Carrington.
[AGENT][NEUTRAL] Yeah, just see if they're in network with Carrington and then you'll give them your card and then they'll verify what coverage is offered through it. They'll call us they should anyway um what they're supposed to do.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I, I don't really wanna go drive around, uh, when I can call so I'll uh I'll just call and find out but um.
[CUSTOMER][NEUTRAL] Yeah, that would, that would be fine if you wanna transfer me over to see so I can find it out.
[AGENT][NEUTRAL] OK, OK, give me one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling Carrington. If you would like information about becoming a member.