AccountId: 011433970860
ContactId: a752e5f3-de2c-4373-82fb-f533280ec620
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280619 ms
Total Talk Time (AGENT): 179475 ms
Total Talk Time (CUSTOMER): 71474 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/a752e5f3-de2c-4373-82fb-f533280ec620_20250425T12:13_UTC.wav
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[CUSTOMER][NEUTRAL] Both
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], my name is [PII]. I was calling to, uh, figure out which provider, which dental provider do y'all have on y'all.
[CUSTOMER][NEUTRAL] Uh, list. I'm, I'm new to the, uh, the insurance company, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. OK, Mr. [PII], so you're trying to find out about a dental provider in your network. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Yes, sir. Yes sir, I can help you with that. But first, Mr. [PII], I'll need to pull up your information and verify some things with you for security. So what is a good callback number first off for you, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] This one is I'm gonna look on the card, uh 02612674.
[AGENT][POSITIVE] OK, Mr. [PII], thank you so much. Give me just a moment please to get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address please.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII], for verifying all of your information. So, first off, when you received or have you received your ID cards yet?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I got the dental one, the.
[AGENT][NEUTRAL] You said you had
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] I have the dental vision and the health.
[AGENT][NEUTRAL] OK. All right, good. So, on your dental policy, well, first off, on the information you received with your ID cards, it talks about setting up your profile in our portal called the online service center so you can have access to all of your ID cards and policy information online. Have you done that yet?
[CUSTOMER][NEUTRAL] Of course. No, ma'am, I haven't. I see it's right there in the blue. I sure did not.
[AGENT][NEUTRAL] Uh huh well that's OK um so what I'm gonna do also this to [PII], I have a user guide that will give you some information on setting it up as well as the different uses, um, for the portal so I'll email you that in just a couple of moments when we get off of our call and that email that you'll receive from me will come from [PII] and I will put in your subject line APL.
[AGENT][NEUTRAL] Um, so that you can recognize that, OK?
[AGENT][NEUTRAL] Now, for the dental plan that you have with us, your dental provider network is called Carrington.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That information should also, yes, sir, be on your card.
[CUSTOMER][NEUTRAL] Parenting.
[AGENT][POSITIVE] With their [PII] number, but I will be happy to give you another [PII] number that I also have for them, and then I can connect you with them as well.
[CUSTOMER][NEUTRAL] she
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the phone number that I have is [PII].
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And um again, that company is called Carrington and they will be able to answer any network provider questions for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] All right. So would you like for me to connect you over to them today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][POSITIVE] I certainly will be happy to. So is there anything else that I could help you with first before I do?
[CUSTOMER][NEUTRAL] 00, no, ma'am, that's all.
[AGENT][POSITIVE] OK, well thank you so much for calling APL. I hope you have a wonderful weekend and I will just be looking for that email from me within the next few minutes.
[CUSTOMER][POSITIVE] OK, yes, uh, thank you. You have a good weekend too.
[AGENT][POSITIVE] Yes, sir. Thank you so much. So one moment, please.