AccountId: 011433970860
ContactId: 9b5d7fe5-7112-494b-a98b-b5f0c1c57191
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183399 ms
Total Talk Time (AGENT): 69662 ms
Total Talk Time (CUSTOMER): 58255 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/9b5d7fe5-7112-494b-a98b-b5f0c1c57191_20250611T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my husband's got insurance with you guys and we are trying, he's got a toothache and we are trying to find a dentist that is in, uh, within the network.
[AGENT][NEUTRAL] OK, um, do you have the policy number?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Would that be on the card?
[AGENT][NEUTRAL] Uh yes, it should be there.
[CUSTOMER][POSITIVE] Yeah, I'm sorry.
[CUSTOMER][NEUTRAL] Let's see, 02619366.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. And you have his name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] And then can you just verify your address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And then just lastly, a good call back in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Uh, let's see, so it looks like for this policy, let me get your network.
[AGENT][NEUTRAL] Uh, the network is [PII].
[AGENT][NEUTRAL] And if you go to, I don't have access here but if you go to [PII] um or [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, we have, if you scroll down, you can find a provider.
[AGENT][NEUTRAL] That pulled over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And you could scroll all the way down, there'll be Carrington Dental Provider search.
[CUSTOMER][NEUTRAL] right.
[AGENT][NEUTRAL] And then you can start plugging in like your area and where you are.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK. What, what, what is the website now?
[AGENT][NEUTRAL] Um, it's A, [PII].
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, I'll check that out so it's [PII].
[AGENT][NEUTRAL] Yes, and then you scroll all the way down you'll see an icon that says find a Carrington provider and or Carrington dental provider search and then you should be able to search from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. All right, thank you, ma'am.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] All right you too bye.
[AGENT][POSITIVE] Thank you. Bye bye