AccountId: 011433970860
ContactId: 949787d6-b1ac-47d3-9d7e-9ee9d77eea9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453380 ms
Total Talk Time (AGENT): 186115 ms
Total Talk Time (CUSTOMER): 137202 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/949787d6-b1ac-47d3-9d7e-9ee9d77eea9f_20250424T20:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I have insurance through your company, um, through my agency at work. Just have a couple of questions.
[AGENT][POSITIVE] OK, well, I'll be sure, I'll be more than happy to help you with your policy coverage. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] About my coverage?
[CUSTOMER][NEUTRAL] Sure, [PII], contact number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Sure, um, yeah, I have it right here, OK.
[CUSTOMER][NEUTRAL] Um, 025.
[CUSTOMER][NEUTRAL] 955
[CUSTOMER][NEUTRAL] 06.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, no problem, um, birth is [PII], um.
[CUSTOMER][NEUTRAL] Address you asked me for is [PII].
[AGENT][NEUTRAL] And then just your email address.
[CUSTOMER][NEUTRAL] What else did you ask me?
[CUSTOMER][NEUTRAL] OK, it's my name [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment. Let me pull up your policy um benefits.
[AGENT][NEUTRAL] All right, so for your policy, you have a calendar year max, um,
[AGENT][NEUTRAL] A calendar year maximum of $500. Um, there is a calendar year deductible of $50 that doesn't apply to your preventative, so like your cleanings, um,
[AGENT][NEUTRAL] Your imaging, things like that. Um, your policy covers preventative expenses, radiographs, and full mouth x-rays, so that's your imaging, and then basic and basic restorative.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It does not cover major services. Uh, major services for us is like endoontic, periodontic, prosodontic, and like oral surgery.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, you're clean
[CUSTOMER][NEGATIVE] Mm, no problem, um, so how do we, it doesn't want me, it doesn't let me log in online.
[AGENT][NEUTRAL] You said it won't let you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Like, is it giving you an error or, or like it's stuck?
[CUSTOMER][NEGATIVE] It says if I sign in it's the password doesn't work if I try to reset it it says it doesn't allow me to reset it.
[AGENT][NEUTRAL] Oh, OK, hold on one moment.
[CUSTOMER][NEUTRAL] So I just wanted to go online to find out like where I can access a provider and.
[AGENT][NEUTRAL] Oh, now that's not, I mean, I still can help you with the portal, but if you're looking online for the, where to go for your dental search, that's not on there, that's on the actual website, um, [PII].
[CUSTOMER][NEUTRAL] That's the website I'm on.
[AGENT][NEUTRAL] And then scroll all the way to the bottom.
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] So then um hold on one moment let me pull it up so I can do it with you.
[AGENT][NEUTRAL] Um, you'll see provider resources, provider signing or Carrington Dental provider search.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Are you on [PII].
[CUSTOMER][NEUTRAL] All that comes up is contact us.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see, it should be the same. Yes, I am.
[AGENT][NEUTRAL] All right, you scroll all the way to the bottom.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Right before the contact us, careers.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, provider sign in?
[AGENT][NEUTRAL] Are you on a phone?
[AGENT][NEUTRAL] OK, so right next to the provider signing is Carrington Dental.
[CUSTOMER][NEUTRAL] No, no, I'm on a, I'm on a.
[CUSTOMER][NEUTRAL] OK, um, so.
[CUSTOMER][NEUTRAL] Search dental providers.
[AGENT][NEUTRAL] Yeah, there you go. So click there and then.
[CUSTOMER][NEUTRAL] Um, provider search.
[AGENT][NEUTRAL] Um, search dental providers, yes, and then.
[CUSTOMER][NEUTRAL] And so
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Um, let your search to.
[CUSTOMER][NEUTRAL] There you are, one second, let me just make sure.
[CUSTOMER][POSITIVE] This is working.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Oh, OK, I see. Mm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, it says accepting plan PPO.
[AGENT][NEUTRAL] I mean, so where are you? Like, are you still on the same screen or did it go to a list of providers?
[CUSTOMER][NEUTRAL] No, so now it's giving me, it's giving me a list of providers now.
[AGENT][NEUTRAL] OK, hold on one second. Let me see yours.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So yes, your, your um policy is on the Carrington PPO network.
[CUSTOMER][NEUTRAL] OK perfect um OK so now that I have that that's great um I was just wondering if you can help me um log in.
[AGENT][NEUTRAL] Sure, hold on one moment. I actually just pulled that up.
[CUSTOMER][NEUTRAL] Also when I call them to ask for like for when I call them and say that there's like, um, I'm under insurance, I say Carrington or I say APL.
[AGENT][NEUTRAL] Um, you would tell them Carrington and then give them your APL policy number and our phone number to verify benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, hold on one moment. Let me see what's going on with the online service center.
[CUSTOMER][NEUTRAL] I press sign in.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Are you, so it's, so what um username are you using?
[CUSTOMER][NEUTRAL] Uh, my email?
[AGENT][NEUTRAL] So your username
[AGENT][NEUTRAL] It's really the beginning of the email. It just doesn't have [PII]. So it's just [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] How do I spell that?
[CUSTOMER][POSITIVE] Oh well that works
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] You're in, you're in now?
[CUSTOMER][NEUTRAL] You got it then.
[AGENT][POSITIVE] You got it? OK, good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I guess it was that easy. Thank you so much. Appreciate it.
[AGENT][POSITIVE] You're welcome. Well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nope, you've been a great help. Thank you so much.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL [PII]. I hope you have a good evening.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you. Bye bye.