AccountId: 011433970860
ContactId: a1cf10f4-e75b-4d47-9806-47bf843e9aef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208869 ms
Total Talk Time (AGENT): 96568 ms
Total Talk Time (CUSTOMER): 52784 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/a1cf10f4-e75b-4d47-9806-47bf843e9aef_20250421T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to see if I can get a list of um dental and network dental providers.
[AGENT][NEUTRAL] Yeah, we can take a look for general providers. Give me just a moment.
[AGENT][NEUTRAL] Are you looking for just a general dentist?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, would you like me to search by city and state, or I can do by zip code?
[CUSTOMER][NEUTRAL] Um, let's do, let's do zip code.
[AGENT][NEUTRAL] OK, what's your zip?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I did pull up it looks like a list. Did you want me just to email the list to you? I can do that.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Yeah, not a problem. What's your email address?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so email is on its way. It may come up as it's from Carrington. Uh, Carrington is the search party that we use for providers in the area, so, uh, you should have for quite a few on that list. If not, you can always go back to that site as well and search if you don't find any that are um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Somebody maybe that you like or if you need one.
[CUSTOMER][NEUTRAL] Would you be able to
[CUSTOMER][NEUTRAL] Would you be able to see if my previous uh dental provider is in network with you guys?
[AGENT][NEUTRAL] I don't have a way unfortunately to search for a certain provider um we yeah when we search for providers we just have a search engine on our site that we generally go to and that's how we provide you guys those yeah.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Now, um, is, is, can I also access that website if I wanted to just see what pulls up? Is it at the [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm yes ma'am and the easiest way to get to the the search engine is when you get to the website [PII], go to the top right hand side of the page in the search engine and just put in providers and when you search that it'll bring up a a link, excuse me for provider resources and that'll take you where you can search by city, state, or zip.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK alright awesome thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.