AccountId: 011433970860
ContactId: c7ed7d45-83aa-4c44-ac8c-867cfb6a8bec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174440 ms
Total Talk Time (AGENT): 61055 ms
Total Talk Time (CUSTOMER): 57395 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/c7ed7d45-83aa-4c44-ac8c-867cfb6a8bec_20250425T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, I'm a member and I have a question about which, uh, plan I have, uh, if it's because I need to find a new provider if it's just a regular care, the care PPO plan or the, the platinum PPO plan.
[AGENT][NEUTRAL] OK. Do you have a policy number or I can look it up by last name or social?
[CUSTOMER][NEUTRAL] Yeah, um, policy number is 024.
[CUSTOMER][NEUTRAL] 77576
[AGENT][NEUTRAL] And can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. Uh, date of birth is [PII].
[AGENT][POSITIVE] You have a good callback number, [PII], just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I just need a few more pieces of information. Um, what is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and this is for your dental policy, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so it looks like you have uh Carrington as the PPO network.
[AGENT][NEUTRAL] Um, so you'll, you would want to, you don't have to use a provider in network, but it does save you money if you do, um.
[CUSTOMER][NEUTRAL] Yeah, I wanted the in that in network provider, yes.
[AGENT][NEUTRAL] OK, um, I can give you their number and transfer you over if you'd like to find one, they can help you locate one that's close to you.
[AGENT][NEUTRAL] And then, uh,
[CUSTOMER][NEUTRAL] So Carrington.
[AGENT][NEUTRAL] Carrington, they're the PPO network for your dental policy.
[CUSTOMER][NEGATIVE] Right, I thought that I thought that was who I was talking to, no.
[AGENT][NEUTRAL] No, this is APL, so we, we're the ones who will process your claims, um, we'll quote benefit dentists, um, tell them about your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you transfer me to Carrington then?
[AGENT][NEUTRAL] Yes, um, give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] that number pulled up real quick.
[AGENT][NEUTRAL] OK, I'll get you transferred over. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Thank you for calling Carrington. If you would like information about