AccountId: 011433970860
ContactId: b5a2526b-d45c-41e8-9c88-cd0b668101cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172119 ms
Total Talk Time (AGENT): 55588 ms
Total Talk Time (CUSTOMER): 69770 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/b5a2526b-d45c-41e8-9c88-cd0b668101cf_20250430T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, I, I just received my card in the mail today. And I was curious if there's like a um website I can go to to find um dentists that accept this, this uh insurance.
[AGENT][NEUTRAL] OK, um, do you have your policy number?
[AGENT][NEUTRAL] Policy certificate.
[CUSTOMER][NEUTRAL] Uh, I
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 02617010
[AGENT][NEUTRAL] OK. Can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] My name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then lastly, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then you're wanting to check on the networks for your dental plan, is that right?
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK, so it looks like Carrington is the actual network for the dental policy. Um, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can give you their number or transfer you over if you're ready to find out um where so they can help you look for dentists that are in your network.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yes, that would be fine.
[AGENT][NEUTRAL] OK, um, is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] Um, I also signed up for Vision. Is that through you through the same group, or is that, uh, will I receive separate cards for that?
[AGENT][NEUTRAL] Um, so we don't do any vision policies, so it's, it will be through a different company, yeah.
[CUSTOMER][NEUTRAL] OK, so that's that.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, let me get that Carrington number pulled up and then I'll get you transferred over.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, no problem. Um, I'm gonna get you transferred over and I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Thank you for calling Carrington. If you would like information about becoming