AccountId: 011433970860
ContactId: b4fd18d3-70d6-4470-a160-52610dd0d31a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317529 ms
Total Talk Time (AGENT): 144030 ms
Total Talk Time (CUSTOMER): 90411 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/b4fd18d3-70d6-4470-a160-52610dd0d31a_20250217T14:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So I was just trying to see um.
[CUSTOMER][NEUTRAL] How, uh, which dental offices were in within network. Um, I was trying to find some that, that I can go to everywhere I'm going is telling me that I'm gonna have to put money um with it because they're not within network. So I was just trying to see if you guys have one.
[AGENT][NEUTRAL] Mhm, OK, let me check and see what type of product you have with us. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And the account number is [PII].
[AGENT][NEUTRAL] OK Mr. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is um.
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 94869
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Date of birth, you said mailing address [PII] and
[CUSTOMER][NEUTRAL] Email address is [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Alright Mr. [PII], so with this one, if the provider participates with Carrington PPO, they can use that network, um.
[AGENT][NEUTRAL] I can give you uh where to go to find somebody in that network. Um, you can go either to our website or to [PII]. If you want to go through our website, you can go to [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then you will scroll down to the end of that page. Um, you're gonna see a magnifying glass with a tooth in it.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] And you're gonna click on that.
[CUSTOMER][NEUTRAL] I'm trying to wait on it to load, but uh I'm listening.
[AGENT][NEUTRAL] OK, so once you click on that tooth, um, it's gonna take you to the Carrington page and you're just gonna go ahead and click on find providers, put your zip code and it's gonna give you a list of providers in your area.
[CUSTOMER][NEUTRAL] OK. Um, and I have one more question. Is that the best, uh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that the best dental plan that I have, like that's available for me?
[AGENT][NEUTRAL] Based on the group, that is what they're offering, um, because this is for the group, um, they are the ones that decide which product they're gonna go with. So this is the, the product that the group went with, which is a basic dental and this one doesn't have any major service. It's just for basic. So it's your regular checkups, your regular cleanings, um, your fillings and your simple extractions.
[CUSTOMER][NEUTRAL] Is it, is it possible I could uh add like ortho is that is the orthodontist have one?
[AGENT][NEUTRAL] We do not offer that benefit for orthodontics.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, yeah, I'm not finding that, uh.
[CUSTOMER][NEUTRAL] That link for um.
[CUSTOMER][NEGATIVE] That that you told me to look up it's not coming up.
[AGENT][NEUTRAL] OK, um, are you putting Am like in the morning AM public?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You want to do it with me?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Go ahead and do it with me.
[CUSTOMER][NEUTRAL] Alright, I got it. And then you said scroll to see what?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Scroll to the bottom of the page. It's gonna be all the way to the bottom. It says provider resources.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're gonna see a tooth with the magnifying glass.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Yep, I found it.
[AGENT][NEUTRAL] Yeah, OK, so click on that and it's gonna take you to a different page. On that page you're gonna click on search dental providers.
[AGENT][NEUTRAL] And then there you can put your zip code, OK? All right. Is there you got it? Is there anything else I'm gonna help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] All right, I got it.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] OK. All right, well thank you for calling APR. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mm.