AccountId: 011433970860
ContactId: a1cadbdb-8f91-45ba-b7d2-f5b797e4752d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 483519 ms
Total Talk Time (AGENT): 217529 ms
Total Talk Time (CUSTOMER): 211553 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/a1cadbdb-8f91-45ba-b7d2-f5b797e4752d_20250605T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. I was calling because I was trying to, um, go on, on the web page to find a, uh, a, a dentist that's in this area.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEGATIVE] It was, it didn't take any of my information.
[CUSTOMER][NEUTRAL] So in order to log in or to sign in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, so our website did just undergo quite a big change, um, so you would have to create another account it would be all of the same information, um, but you would have to reregister.
[CUSTOMER][NEUTRAL] OK, and, uh, another thing I, I was calling too, I also need to change my address because I'm not in um [PII] anymore [PII].
[AGENT][NEUTRAL] I'm sorry, could you repeat that?
[CUSTOMER][NEUTRAL] Excuse me, I need to change my address because I can't get, I, I, I'm not, I'm no longer in [PII], and I didn't see anywhere that would let me put that on the site, yes.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, I can get that updated for you absolutely, um, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, uh, it's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] My member ID? How's that?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so 02501329.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alrighty and then just gonna verify some information really quick, uh, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can you verify the address we currently have for you?
[CUSTOMER][POSITIVE] Oh, that's gonna be a good [PII].
[CUSTOMER][POSITIVE] Uh, Happy Lane, Pat, Nevada.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, uh, last thing I need is the email address that we've got on file for you. uh, looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] My [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying all of that. OK um what is your current address?
[CUSTOMER][NEUTRAL] OK, so it's gonna be [PII].
[CUSTOMER][NEUTRAL] Maple Avenue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hillside, New Jersey.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, could you repeat that zip code?
[CUSTOMER][NEUTRAL] Oh well I guess you don't need the last four it's uh [PII].
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Got it. OK, I will go ahead and get that updated, um, so I would give it, um, just a little bit and then, um, maybe about like 5-10 minutes, um, refresh your browser and then go and try to go ahead and uh go to register for a new account on the website and go ahead and use this information.
[CUSTOMER][NEUTRAL] OK, and then when I do that I'll be able because I forget how to do it, uh, because you know, uh, uh, I drive a tractor trailer so.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm working out of [PII] right now and I need to find a dentist in this area. I just, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go on the website and then look up for.
[CUSTOMER][NEUTRAL] Providers
[AGENT][NEUTRAL] Yes, OK, so that's actually our regular public website, um, has that search tool, um, so it's just [PII], not the actual portal, um.
[CUSTOMER][NEUTRAL] All of
[CUSTOMER][NEUTRAL] Oh sorry you broke up. It's a.
[AGENT][NEUTRAL] Yeah, so I am public, oh sorry.
[CUSTOMER][NEUTRAL] A [PII]
[CUSTOMER][NEUTRAL] Ma, let me take you off of speaker real quick.
[AGENT][NEUTRAL] A [PII]
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Alright sir, so go ahead now.
[AGENT][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And then the word public P U B L I C.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you don't have to sign in or.
[CUSTOMER][NEUTRAL] I'm I'm sorry, I'm, I'm getting it, but except the, except for the middle part, night you said like [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, no, no, um, Alpha [PII].
[CUSTOMER][NEUTRAL] Oh, like [PII], [PII].
[AGENT][POSITIVE] Right, yes, yes. Correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, no, so it's [PII]. It's the, it's the entire word [PII]. It's [PII].
[CUSTOMER][NEUTRAL] Or is that, is that
[CUSTOMER][NEUTRAL] Oh, [PII] so it's not a, it's not a um an app, OK.
[AGENT][NEUTRAL] Right, yes, not yet.
[CUSTOMER][NEUTRAL] I'm gonna be doing that, OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And so on that main page you don't have to sign in or anything on that main website at the very bottom of the main page you'll see where it will show um Carrington dental providers it's like a magnifying glass um with a tooth. Do you see that very bottom.
[CUSTOMER][NEUTRAL] Well, at the very bottom.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Because this is the same, this is the same page that I have when I put it uh that I was trying to, um,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, this is where I found you guys' phone number at.
[AGENT][NEUTRAL] Yeah this is our uh that's our actual main public website so the one that you would use for your personal like claims and such, I'm sorry.
[CUSTOMER][NEUTRAL] OK, well this, this.
[CUSTOMER][NEUTRAL] Oh, OK, because this is, I'm sorry, no, because this is where I was trying to change my address and sign in. I was trying to sign in from the same place.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] OK, so, um, your online portal, it's that same web address but before the A, it's the word secured [PII] an ED, so it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, that makes sense. So from here I could, um, I was from here you said scroll all the way to the bottom.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, uh, on the main page all the way at the bottom, um, you'll see, um, magnifying glass with a tooth. It should say caring and dental providers.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm not saying that at all. Alright, so I, I have the magnifying glass at the time, careers frequently as flushes.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] No, no, no, so, um, at the very bottom of the page, let's see.
[CUSTOMER][NEUTRAL] And then contact us.
[AGENT][NEUTRAL] Just above there, you know.
[CUSTOMER][NEUTRAL] Oh, I see it's a megapo glass it says fund provider next to my account.
[AGENT][NEUTRAL] Yes, that's it. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'll be able to find it then.
[AGENT][POSITIVE] OK, I'm so sorry about all the confusion. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] No, and then, and then the other, the other, OK, I see provider resources and then the other one now is just secured in front of it.
[AGENT][POSITIVE] Yeah, secured right.
[CUSTOMER][NEGATIVE] Instead of coming here secured in public.
[AGENT][NEUTRAL] Um, it's secured. [PII].
[CUSTOMER][POSITIVE] In public, OK, thank you so much for your help.
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] You are very welcome absolutely I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you so much alright.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][POSITIVE] What, what? That was great.