AccountId: 011433970860
ContactId: 91b7bc78-1781-4cf2-b08c-ca3d6cd8d6e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107720 ms
Total Talk Time (AGENT): 66478 ms
Total Talk Time (CUSTOMER): 26458 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/91b7bc78-1781-4cf2-b08c-ca3d6cd8d6e3_20250507T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was wondering if I was able to get a um a list or
[CUSTOMER][NEUTRAL] I don't know how, like, who would take my uh my dental insurance coverage and where I, where I live.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, OK, so there's actually a link on our website uh where you can put in a city or a zip code and it will find providers there in that area. um, let me know when you're ready I can give you that uh web address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] OK, it is OK, it's a [PII].
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I believe it might be like towards the bottom if I remember right uh and you'll see where it says like provider resources or find provider um you would search it's the Carrington PPO network.
[AGENT][NEUTRAL] Alternately you could also um I do recommend utilizing that tool, but you could also simply call around if there's a specific provider that you like you could just uh tell them that you have a dental insurance uh through uh American Public Life and that it is in the participates in the Carrington PPO network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. I found it.
[AGENT][POSITIVE] And if there's any confusion or anything like that, the providers are more than welcome to give us a call as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] That, that would be it. Thank you for your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye.