AccountId: 011433970860
ContactId: 9bb41d5f-8bfe-410c-bbfa-7370704ba7ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102620 ms
Total Talk Time (AGENT): 36457 ms
Total Talk Time (CUSTOMER): 33637 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/9bb41d5f-8bfe-410c-bbfa-7370704ba7ef_20250428T19:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes ma'am, I was um being transferred over because I activated. Can she give me a list of providers that accept my insurance where I can go and she said she had to transfer me to the discount line or something.
[AGENT][NEUTRAL] OK, was that to Carrington?
[AGENT][NEUTRAL] Or do you know?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, is it for your dental policy?
[CUSTOMER][NEUTRAL] I understand that.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, hold on one second, let me see, let me see.
[CUSTOMER][NEUTRAL] Yeah, for the dental.
[AGENT][NEUTRAL] For the dental? OK.
[AGENT][NEUTRAL] Um, yeah, Carrington is, is our, uh, that's the network for dental. So let me get you back over there. Sorry about that. I don't know why you came back to APL.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Wait, what, what, what's going on? I'm just trying to find a list of providers and she said she couldn't help me with that.
[AGENT][NEUTRAL] Right, this is APL, so we don't have a list of providers. Carrington is the network. It's called Carrington, and they'll be able to tell you who's close to you.
[AGENT][NEUTRAL] Do you want me to transfer you over there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Thank you for calling Carrington. If you would like information about becoming a member or an agent.