AccountId: 011433970860
ContactId: c72d48e0-2c43-484c-89ce-1cacff0643bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267589 ms
Total Talk Time (AGENT): 122352 ms
Total Talk Time (CUSTOMER): 72903 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/c72d48e0-2c43-484c-89ce-1cacff0643bb_20250515T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I am trying to find um a way to get a list of in-network providers for my area.
[CUSTOMER][NEUTRAL] Because I cannot find anything online.
[AGENT][NEUTRAL] OK, alright, I can help you with providers information. Can I please get your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Miss [PII], and then what is your policy number?
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 04381.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] OK, Ms. [PII], I'll need for you to verify a little information for me. Uh, can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII]. Um, the phone number is [PII], and it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you I appreciate you verifying your policy for me, alright, so I'm going to.
[AGENT][NEUTRAL] Give you our website it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Once you get into the website in the top right hand corner you're gonna type it in provider in the search bar.
[CUSTOMER][NEUTRAL] OK, that's the AMP.
[AGENT][NEUTRAL] Once you type in [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you type in [PII] in the search bar.
[CUSTOMER][NEUTRAL] The provider.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll go to provider resources.
[AGENT][NEUTRAL] After you search it and you push enter, you'll click on provider resources.
[CUSTOMER][NEUTRAL] OK, so you the provider resources, OK.
[AGENT][NEUTRAL] Uh, once you click in there you'll be able to fill out um information where you can put your zip code in.
[AGENT][NEUTRAL] And it'll pull up all the providers.
[CUSTOMER][NEUTRAL] Now our.
[CUSTOMER][NEUTRAL] So our insurance is this Carrington dental plan?
[AGENT][NEUTRAL] Yes, it is associated with them with Carrington, but you should be able to use any provider that you want to use.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You don't have to be in the Carrington network.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How do I know if my, if the dentist are in network with my insurance though?
[AGENT][NEUTRAL] That's a list of
[CUSTOMER][NEUTRAL] I guess that's what I'm trying to find someone that's in network.
[AGENT][NEUTRAL] The provider that's in your.
[AGENT][NEUTRAL] OK, that's a list of Carrington providers there. So once you put in your zip code and you pull it up, it'll give you a list of all the dental offices that you can see, um, that have the Carrington network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you.
[AGENT][POSITIVE] OK. It's no problem at all, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am. That's it.
[AGENT][POSITIVE] Alright, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye bye.