AccountId: 011433970860
ContactId: b4021865-780c-440a-8fb3-abb5111d142f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291519 ms
Total Talk Time (AGENT): 177236 ms
Total Talk Time (CUSTOMER): 77750 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b4021865-780c-440a-8fb3-abb5111d142f_20250603T17:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I wonder if you can send me a list of uh dental providers in my area.
[AGENT][NEUTRAL] I'm sorry, uh, you were saying, uh, you were needing help finding a provider?
[CUSTOMER][NEUTRAL] Yeah, I, yeah, I was wondering if I can get a list of providers in my area uh for for dental.
[AGENT][NEUTRAL] OK, so, um, I can get, oh, for dental, OK, yeah, so I can go ahead and get your policy pulled up. I will say we do have um a tool on our website where you can enter a zip code or a city and state and find providers in your area that way.
[CUSTOMER][NEGATIVE] I was trying to do that, but like nothing wasn't, I couldn't understand your website like it was a little bit, a little confusing.
[AGENT][NEUTRAL] Sure, OK, let's go ahead and get your policy pulled up. Um, we can verify what kind that is and we can go from there. Um, what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, 02634828.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick, uh, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address that we've got on file for you. Looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect thank you so much for verifying all of that. OK, so I don't necessarily have a list I could send you, [PII]. I will say again, you know, you can utilize the tool we have online if you'd like, or, uh, you can just simply call around this policy, uh, participates in the Carrington PPO network.
[AGENT][NEUTRAL] So if you tell a provider that that you have a dental policy with APL, it's uh a part of the uh Carrington PPO network uh they should be able to let you know whether or not they accept that and if they have any questions they're more than welcome to give us a call as well. We do talk to providers all the time.
[CUSTOMER][NEUTRAL] OK, and I'm on the website like I don't see where to look for a provider on here.
[AGENT][NEUTRAL] OK, sure, OK, uh, just to make sure.
[CUSTOMER][NEUTRAL] Like it just says dashboard policy.
[AGENT][NEUTRAL] Is it um you're on [PII] correct?
[CUSTOMER][NEUTRAL] Uh, yeah, well, yeah.
[AGENT][NEUTRAL] OK, so, um, if you go on the main page all the way, uh, to the bottom.
[AGENT][NEUTRAL] There will be a section that says provider resources.
[AGENT][NEUTRAL] And there's an image that looks like a magnifying glass with a tooth, uh, that says Carrington Dental provider search.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] So go at the bottom.
[AGENT][NEUTRAL] Yes, of the main page.
[AGENT][NEUTRAL] It's right there at the very bottom. Do you see the provider resources? OK, yeah, so you'll click on that little magnifying glass, um, and then from there, uh, scroll down just a little bit and it says individuals with Carrington dental plans and then, uh, the blue, uh, says search dental providers.
[CUSTOMER][NEUTRAL] Oh, OK, OK, I see it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, alright, I see it. Alright, thank you.
[AGENT][NEUTRAL] Yes, no, you're, you're fine. It's a little bit difficult to find. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that's it. 00, OK, I can drink.
[AGENT][POSITIVE] Alright, well thanks for calling AP yes.
[CUSTOMER][NEUTRAL] I'm sorry, can you tell me what my plan includes? Like, does, does, does, does that include the cleaning or or extraction or anything like that or just?
[AGENT][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] OK, so if you would like, [PII], I can send you a copy of this, uh, policy, or of course, um, whenever you go to the dentist, um, or whatever when you find a provider we can also fax them a copy of your covered benefits so they'll know, you know, not to do anything that's not covered.
[CUSTOMER][POSITIVE] Oh yeah, yeah, can you definitely send me one because I definitely I haven't had my teeth cleaned for like 2 years.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely well I can tell you cleanings are covered, uh, no worries there, um, uh, do you want me to just, I can just email this to you if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Sure, do you want me to just send it to this Yahoo account that we've got on file for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty I will go ahead and send that now you should be getting it here shortly.
[AGENT][POSITIVE] And if you have any questions uh feel free to give us a call, of course, yeah, I hope you have a great rest of your day thanks for giving us a call.
[CUSTOMER][POSITIVE] Alright thank you so much.
[CUSTOMER][POSITIVE] Uh, alright, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm bye.