AccountId: 011433970860
ContactId: 987f6fa7-4fcc-4f4d-9218-037577b909b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272859 ms
Total Talk Time (AGENT): 61492 ms
Total Talk Time (CUSTOMER): 91512 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/987f6fa7-4fcc-4f4d-9218-037577b909b0_20250204T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm sorry. I'm calling in regards to, I'm trying to set up a dental appointment.
[CUSTOMER][NEUTRAL] And I've been in contact with Carrington, but they need to know who the policy is under, who provides the policy to be able to give me providers within my network.
[AGENT][NEUTRAL] OK. Um, well, first, let me get your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Thank you, [PII] and could I get a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. Now, I need your policy number.
[CUSTOMER][NEUTRAL] It's 259.
[CUSTOMER][NEUTRAL] 5096
[AGENT][NEUTRAL] OK, I found you in our system. Um, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And please verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK, and do you have the phone number for Carrington because this is actually APL you will need to contact Carrington to get information regarding the network and regarding the providers.
[CUSTOMER][NEUTRAL] I have been in contact with Carrington, but because my um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] My um services just became active yesterday. I'm not in their system yet and I'm calling back, I'm calling you guys back to find out who the policy is under, like if it's Cigna or whoever, so that they can tell me the provider within the network.
[CUSTOMER][NEGATIVE] They need to know the network basically before they can do that. They don't even have a policy number in my system, in their system yet.
[AGENT][NEUTRAL] Yeah, because the network is Carrington's network, and this is American Public Life. We're the insurance company.
[AGENT][NEUTRAL] So let them know that the insurance company is American Public Life and you're under the Carrington Network for providers.
[CUSTOMER][NEUTRAL] American public life under the Carrington Network.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That should be it.
[AGENT][POSITIVE] OK. Well, I thank you again.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] [PII], for calling ATL. Have a great rest of your day.
[CUSTOMER][POSITIVE] Yes ma'am you as well.
[AGENT][POSITIVE] Mhm. Thank you. Mm bye.