AccountId: 011433970860
ContactId: ab2f8ecb-10b8-4ea7-8147-731edc3980ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264170 ms
Total Talk Time (AGENT): 118633 ms
Total Talk Time (CUSTOMER): 92960 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/ab2f8ecb-10b8-4ea7-8147-731edc3980ca_20250610T21:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I have a question. I'm sorry, I don't know if I got the right one, but um I have uh where I'm working at now, I have got dental insurance, but I was trying to see, um, I had got insurance for my husband and for myself, but my husband is in [PII], so I was trying to see if there's any um if he can use this insurance over there in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like, um, like if anybody takes this, um, what I'm trying to find out is if any dentist in [PII] take this insurance.
[AGENT][NEUTRAL] OK, um, can I get your name and a good callback number in case we get disconnected and I'll look at your policy for you.
[CUSTOMER][NEUTRAL] OK. Um, it's [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 02637396.
[AGENT][NEUTRAL] Alright, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get you to verify your uh date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address we have on file for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like um so there is no in and out of network for your so you should be he should be able to use this um if he wants to, he can go to our website [PII].
[CUSTOMER][NEUTRAL] But you have.
[CUSTOMER][NEUTRAL] Well, I
[AGENT][NEUTRAL] And uh scroll down to provider resources and go to uh find a provider and your policy um isn't in and out of network but it does participate in the Carrington PPO network uh it's not a requirement but it does go based off of their rates um and there are some in [PII] so he will be able to see um a provider near him. uh I think he can put in his uh zip code.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And look for a provider uh close to him.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, let me get a pen and I can write on this the website you just said because.
[CUSTOMER][NEUTRAL] Oh, baby, I'm doing something, wait.
[CUSTOMER][NEUTRAL] OK, what was that again you said for me to look on this?
[AGENT][NEUTRAL] So if you go onto our website, um [PII].
[CUSTOMER][NEUTRAL] Public
[CUSTOMER][NEUTRAL] [PII]. You said a, a what now?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Public
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you scroll down.
[CUSTOMER][NEUTRAL] And then I can, I can just stroll down and.
[AGENT][NEUTRAL] Yeah, if you scroll down it will say something like provider resources.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you'll see a little magnifying glass with a tooth in it.
[AGENT][NEUTRAL] And it will say Carrington Dental provider search and that's where he can go to look for a provider um that provides benefits near him. Uh, we will take as long as it's a covered service on your policy, um, we will honor that whether it's in or out of network or in and out of that Carrington policy or I'm sorry, that Carrington network, um, but we go off of their fee schedule.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's where he can go look, yeah.
[CUSTOMER][NEUTRAL] OK, well, I'm gonna check right now.
[CUSTOMER][POSITIVE] OK, I'll go I'll check it. I, I appreciate your help, ma'am.
[AGENT][NEUTRAL] Oh, anything. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's all I needed.
[AGENT][POSITIVE] Great, thank you for calling ATL and have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye.