AccountId: 011433970860
ContactId: ac0b3ba0-5587-4d16-b80d-ad9b720dbf58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534640 ms
Total Talk Time (AGENT): 255772 ms
Total Talk Time (CUSTOMER): 164986 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/ac0b3ba0-5587-4d16-b80d-ad9b720dbf58_20250325T12:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. Um, I just have a few questions. So my boyfriend got his insurance card in the mail and everything, and I just wanted to know like what dentist could he use this for? Like what dentist take this type of insurance?
[AGENT][NEUTRAL] Um, is he available?
[CUSTOMER][NEUTRAL] He's not, he's at work that's why I'm doing it for him right now. I'm sorry.
[AGENT][NEUTRAL] Yeah, so we would need, we would need to get his permission to speak with you if you're not on the policy.
[CUSTOMER][NEUTRAL] OK, so how can I do that? Should I do like a 3 way call or something?
[AGENT][NEUTRAL] You, yeah, however you choose to do it, we'll just need to speak with him.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright, give me one second, see if he'll join it real fast.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, are you there, ma'am?
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I think it's merged you there, baby? Yeah, I'm here. All right.
[AGENT][NEUTRAL] Oh, good, good morning. This is [PII] with American Public Life, sir. What's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hey, [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Um, it's, uh, all my papers are at the, uh, house with my, with my wife.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And her and her name?
[CUSTOMER][NEUTRAL] It should
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Spell her first name for me.
[CUSTOMER][NEUTRAL] I have it. I'm looking at the policy number right now. You see it baby?
[AGENT][NEUTRAL] Yeah, I just need to get him verified, ma'am. Could you spell the first and last name for her?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Spell it, baby. It's [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] In the last
[AGENT][NEUTRAL] OK, and [PII], uh, because she's not on your policy, we have to get permission from you to speak with her, so you'll need to give us permission, um, as to what information can be disclosed, and we'll be, we'll be OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yes ma'am, um, yeah, I, I give full permission for, for her to.
[CUSTOMER][NEUTRAL] Have access to all my information.
[AGENT][POSITIVE] OK, alrighty, that's what we needed to know.
[CUSTOMER][POSITIVE] We're we're engaged right now.
[AGENT][NEUTRAL] OK, alrighty, so, um, what we can do so that when she calls we don't, we'll have to get your verification each time she I mean your permission each time she calls we can email you a verification um um an authorization form to complete and get that back to us to put in your file.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And um it'll just basically you'll just state that we can give um your fiance permission you'll put her name on there and some other information we'll need sign it, date it and then send it back to us and we can put that in your file but uh let me go ahead and get your you verified so I'll need the policy number, [PII] if you can give me that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, it's 02.
[CUSTOMER][NEUTRAL] 606-491
[AGENT][NEUTRAL] OK, and what's a good phone number, um, in case we're disconnected I can make a phone call back or call back.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and is this your phone number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII], what's your callback number?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] OK, if you can verify your date of birth, [PII], and your complete mailing address for me?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I mean, I'm sorry, it's [PII] and my address is [PII].
[AGENT][NEUTRAL] OK, so we're showing, uh, [PII] address?
[CUSTOMER][NEUTRAL] [PII] is it [PII]? That's my father's address.
[AGENT][NEUTRAL] Uh huh that's what we have on file. Do you wanna update that?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me the address you need to have on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII], OK, and what is it [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] [PII]. And what's your email address on file, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you that's what we have so we will get your address updated to [PII], right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, alrighty, well thank you for verifying that information and then we can proceed talking with um [PII].
[CUSTOMER][POSITIVE] All right thank you thank you bye bye.
[AGENT][POSITIVE] Uh thank you so much. Have a good day.
[AGENT][NEUTRAL] OK, [PII]. So.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] This is so this is a dental policy um do you have access to a computer?
[AGENT][NEUTRAL] Right now?
[CUSTOMER][POSITIVE] Um, I, not at the moment, but I can definitely go to safari.
[AGENT][NEUTRAL] OK, and so what you can do is go to our website, um, do you have a piece of paper and pen in hand?
[CUSTOMER][POSITIVE] Um, yes ma'am, I got you.
[AGENT][NEUTRAL] OK, so if you go to [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And then that's our website.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And so at the top kinda on the right side there's a link no no no you don't have to click on that link when you get to the website just scroll, it's gonna be almost to the bottom of the page.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And you're going to see claim status claims and forms, my account and then find a provider.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And there is an uh just click click on that find a provider link.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I clicked on it.
[AGENT][NEUTRAL] Oh, are you already there?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh great OK and so then it'll say provider resources just scroll down until you get to the orange section where it says individuals with Carrington dental plans.
[CUSTOMER][NEUTRAL] OK, so search dental providers?
[AGENT][NEUTRAL] Click that link, yes.
[CUSTOMER][NEUTRAL] OK, give me a second.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Oh, hold on one second.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I got a funky, OK, my page looked a little different.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Hold on a second.
[AGENT][NEUTRAL] And so step 1 and 2 is defaulted already, so go to step 3 and enter the city.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Residential city and state?
[AGENT][NEUTRAL] And then the zip code?
[AGENT][NEUTRAL] And then click on the green button that says search for providers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh perfect.
[AGENT][NEUTRAL] Mhm. And so that shows you 5, and it, you know, of course give you the distance from your home.
[AGENT][NEUTRAL] And then up at the top it we're we're showing 5 now but you do hit the drop down box or click on the drop down and you can search by 1025 in increments of.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] You know, 1025, 50 or 100.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] OK, well, thank you so much.
[AGENT][POSITIVE] You're welcome. Anything else I can help with today?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] All righty. Well, uh, congratulations, um.
[AGENT][NEUTRAL] On your marriage? When are you guys getting married?
[CUSTOMER][POSITIVE] Thank you so much. We're trying to make, probably wait till summer. We're trying to do it in [PII]. I want it to be hot by the beach because it's so pretty out there.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. It's real green.
[CUSTOMER][NEUTRAL] So I'm hoping it's by then.
[CUSTOMER][POSITIVE] I know. I literally know. I love it.
[AGENT][NEUTRAL] In [PII]. Mhm. Mhm.
[AGENT][POSITIVE] All righty. Well, um, congratulations and have a really happy wedding.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] All right. Bye-bye.