AccountId: 011433970860
ContactId: c95223a7-a06c-4676-8b3e-0d2d42d967c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225330 ms
Total Talk Time (AGENT): 112774 ms
Total Talk Time (CUSTOMER): 85457 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/c95223a7-a06c-4676-8b3e-0d2d42d967c0_20250416T16:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII]. Um, I was calling to see if you could tell me the, um, I guess the network providers for, um, the dental insurance.
[AGENT][NEUTRAL] OK. I can definitely take a look at your uh um insurance and see your policy and see if it's on a network and if you need a list of providers. Um, [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 026
[CUSTOMER][NEUTRAL] 050033
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] 2, and that was 026050033?
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] That's not pulling up a policy. Let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, 026050 yeah OK.
[AGENT][NEUTRAL] Oh, OK, I got it. It's only 10.
[CUSTOMER][NEUTRAL] oh.
[AGENT][NEUTRAL] I found you though. Um, I took the 0 out and then your policy came up and I just need to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Um, my mailing address is [PII] and my email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, um, you do have the Carrington PPO network. However, if you choose a provider that is not on the Carrington network, your benefits are still the same. Um, I can give you the number to Carrington or on our website, there's a dental provider search as well. Um, we just don't have access to their list of providers because it's a different company. Um, which would you prefer?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Um, could you give me the number?
[AGENT][NEUTRAL] Mhm, sure, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready. Mhm.
[AGENT][NEUTRAL] OK, it's 1-800.
[AGENT][NEUTRAL] 290.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0523.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, will they be able to tell us like co-pays and all that, or is that y'all?
[AGENT][NEUTRAL] So your policy with APL, uh, there's no co-pay, it's a $50 deductible.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, but that's, that's usually processed after your first claim comes through. Uh, we apply part, most of the time it's applied to the deductible, but it depends on what the services are, um, but there's no co-pay or anything for this policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] All right, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.