AccountId: 011433970860
ContactId: b9180ca1-8235-40c2-9dbc-cacae3fed341
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299500 ms
Total Talk Time (AGENT): 157003 ms
Total Talk Time (CUSTOMER): 85608 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/b9180ca1-8235-40c2-9dbc-cacae3fed341_20250312T15:38_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to see uh what's your insurance name is? Is it American Public Life or Carrington?
[AGENT][NEUTRAL] American Public Life would be the insurance company name. Carrington is the PPO network of dental providers.
[CUSTOMER][NEUTRAL] All right then, so APL is the insurance name cause I will call and try to make me a dentist appointment and I wasn't sure what the name was.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] My policy number is 02603557.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you verify your date of birth, your mailing address and email address for me.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My email address is [PII].
[AGENT][NEUTRAL] And what's your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] What happened? Oh, I don't want to.
[AGENT][NEUTRAL] Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh, it'll be [PII].
[AGENT][NEUTRAL] OK, what's the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] All right. And so did you have any other questions, uh, other than which, you know, who is the primary insurance name and then the
[CUSTOMER][NEUTRAL] Oh, is there like an app you can download load and see?
[AGENT][NEUTRAL] No, we don't have an app as of yet. What are you trying to do?
[CUSTOMER][NEUTRAL] OK, and what about like, I was trying to see like who all covers on the dental insurance.
[AGENT][NEUTRAL] Who's all as far as your as far as dental providers?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have access to a computer right now?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, I, I can show you how to go in and log in to see the providers that are within your area.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me know when you're ready and I'll give you the website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] So, go to [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's the APL home page? Mhm you there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what do you see do you see workforce benefits that work for you?
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, so just go ahead and scroll down and it's gonna almost take you to the bottom of this page, but you're looking for.
[AGENT][NEUTRAL] The section that says claim status claims informs my account and then find a provider.
[AGENT][NEUTRAL] It's like a magnifying glass.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then find a provider.
[CUSTOMER][NEUTRAL] OK, I see it now.
[AGENT][NEUTRAL] Click on find a provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Scroll down until you get to that on section.
[CUSTOMER][NEUTRAL] All the way down.
[AGENT][NEUTRAL] To the orange section it says individuals with Carrington dental plans.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then it says search for dental providers in blue click that, click that button search for dental providers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I put in my information.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEGATIVE] And so step 1 and 2 is already defaulted.
[AGENT][NEUTRAL] And so step 3 is asking you for your city and state, so enter your city.
[AGENT][NEUTRAL] And your state abbreviation?
[AGENT][NEUTRAL] And your zip code?
[AGENT][NEUTRAL] And then once that's entered you'll hit the search for providers button that green button.
[CUSTOMER][NEUTRAL] All right, I'll see you now.
[AGENT][NEUTRAL] Mhm and so this just shows you 5, so there's a drop down button at the top, well not at the top but right above the dental providers and it has the number 5 in it. If you click the drop down box to the right of that, it gives you the options to search for 10 providers, 25, 50 or 100, and I think the more you select the further out they are from your residential address.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes, ma'am. I appreciate that. Thank you very much.
[AGENT][POSITIVE] But that's how, that's how, yeah, yeah. All righty. Anything else I can assist with today?
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] OK, Al, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.