AccountId: 011433970860
ContactId: 9f8651f1-d974-4dd9-b3b7-80cce46ed972
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332089 ms
Total Talk Time (AGENT): 87622 ms
Total Talk Time (CUSTOMER): 175230 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/9f8651f1-d974-4dd9-b3b7-80cce46ed972_20250402T12:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], um, this is [PII] from [PII]. um, I'm currently assisting a member on my back line. Um, she got directed over to us for a, um, for, um, provider search or provider list, but I'm not having any luck with finding her plan.
[CUSTOMER][NEUTRAL] Um, so I was wondering if there's like, um, is, is there like a certain phone number that you have on your end for her to, um, to get those list of providers.
[AGENT][NEUTRAL] OK [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Um, she didn't provide me with the policy number. She provided me with her name, date of birth, zip code, and.
[CUSTOMER][NEUTRAL] Um, group number.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] 467 81.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, for me or for her?
[AGENT][NEUTRAL] In case we're we're disconnected, so you.
[AGENT][NEUTRAL] Your phone number?
[CUSTOMER][NEUTRAL] Um, I'm a call center, so we have a lot of phone numbers.
[AGENT][NEUTRAL] And that number?
[AGENT][NEUTRAL] If we were disconnected, what number could I dial to get reach back to the call center?
[CUSTOMER][NEUTRAL] Um, I guess I'll just provide you, um, [PII].
[AGENT][NEUTRAL] OK, I'm sorry, you're calling on behalf of the, of the patient, but who are you with?
[CUSTOMER][NEUTRAL] Carrington Benefit Solutions.
[AGENT][NEUTRAL] Oh, you're with Carrington.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you are a dental provider?
[CUSTOMER][NEUTRAL] No, I'm a, I'm a care specialist from Carrington customer service representative.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] So is Carrington the network of contracted providers for dental?
[CUSTOMER][NEUTRAL] No, we're customer service for dental plans, dental vision and hearing plans.
[AGENT][NEUTRAL] OK. Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you gave me group number 46781?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, did she give you the group or the employer's name?
[CUSTOMER][NEUTRAL] Um, she told me two things that, um, she's aware of regarding to the plan. She said, um, group volunteer, voluntary dental, and then she said, um, American Public Life. She's not quite 100% sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you spell the first and last name for me please?
[CUSTOMER][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII], [PII]
[AGENT][NEUTRAL] OK. And what state does she reside?
[CUSTOMER][NEUTRAL] I didn't ask her that, so I have her name, date of birth.
[CUSTOMER][NEUTRAL] And zip code and that group number um usually when when we when members call us and we search for their plans that is the information that we asked for.
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What did you say?
[CUSTOMER][NEUTRAL] The the information that I have for her is what we ask for when we do searches for plans. So I have her name, date of I have her name, date of birth, and zip code and then that group number.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, what's the date of birth? OK.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, so the group number for this employer is 70056.
[AGENT][NEUTRAL] The policy number?
[AGENT][NEUTRAL] It's 26063993.
[AGENT][NEUTRAL] Uh, this policy effective date is [PII].
[AGENT][NEUTRAL] The PPO network of contracted providers is Carrington. That's why I was asking the question earlier.
[AGENT][NEUTRAL] So Carrington is the network of contracted providers.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Do you have like a phone number because we have different departments here that handles um different plans. Um, this plan is one of the plans I'm not familiar with. OK, do you mind providing that number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have your phone number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, this is a different number that she provided. OK, um, I'll go ahead and try to see what department here handles this plan with that number. Thank you.
[AGENT][POSITIVE] All right. Anything else I can help out with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well.