AccountId: 011433970860
ContactId: b06907d1-7b15-4811-96b7-96a337c47611
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201580 ms
Total Talk Time (AGENT): 89602 ms
Total Talk Time (CUSTOMER): 83204 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/b06907d1-7b15-4811-96b7-96a337c47611_20250515T16:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, I'm, I was trying to figure out, I don't know how to do it to figure out who I can, my who my insurance, who takes my insurance.
[AGENT][NEUTRAL] OK. Uh, what is your name and policy number?
[CUSTOMER][NEUTRAL] My name is [PII] and my policy number is, hold on, where am I at.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It would be.
[CUSTOMER][NEUTRAL] The payer ID is that what it is or the group? Oh no, I see it, never mind. 002586539.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, thank you. Give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And Ms. [PII], uh, verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Um, my birthday is [PII] and uh I live at [PII] and my email is [PII].
[AGENT][NEUTRAL] OK, thank you and Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, with your um policy, the dental plan, uh you can go to any dental provider. We don't have a uh a network, so the policy is open, but you can go to our website or contact Carrington to verify the provider participates with them.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But your policy with us is open and it just pays by usual and customary, so it's not a contract with Carrington.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so would you be able to send me that those through email?
[AGENT][NEUTRAL] What the parent and phone number and they um
[CUSTOMER][NEUTRAL] Or what do you mean? you know.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Our website
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and it's there.
[CUSTOMER][NEGATIVE] Because I called one here that's by my house and they said that they don't accept that they don't accept my insurance.
[CUSTOMER][NEUTRAL] That they're not, you know, with them or whatever.
[CUSTOMER][NEUTRAL] So I was like, OK.
[AGENT][NEUTRAL] They're not with Carrington or not with us, but like I said, we don't have a network.
[CUSTOMER][NEUTRAL] Then what
[CUSTOMER][NEUTRAL] Yeah, and I guess with Karenton.
[AGENT][NEUTRAL] OK, well, with the policy, whether you go to a Carrington provider or not, you still are covered for services.
[CUSTOMER][NEUTRAL] OK, well, I don't know they said that I wasn't, so that's why I'm trying to look to see where, where I could go that, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It may be their office, but like I said, I'll send a um an email about the website uh where you can locate a provider that participates with Carrington or Carrington's phone number and they can verify with you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I appreciate that.
[AGENT][POSITIVE] Yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.