AccountId: 011433970860
ContactId: d937a089-9142-41b5-a405-2309616ba108
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298079 ms
Total Talk Time (AGENT): 168378 ms
Total Talk Time (CUSTOMER): 112982 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/d937a089-9142-41b5-a405-2309616ba108_20250113T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, uh, I just called. I don't know if I talked to you or somebody else, but um, I'm just trying to find a dentist in my area.
[CUSTOMER][NEUTRAL] I have uh APO insurance. She gave me the website to go to and all that and I was, I tried to sign in. I tried to make a new account because I haven't been on the thing, the website yet, and it's saying no, you, I'm not in the system.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] It's uh let's see, 02318753.
[AGENT][NEUTRAL] So I have 02318756?
[CUSTOMER][NEUTRAL] 02318753
[AGENT][NEUTRAL] What's the last digit?
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] 3, OK, I had 6, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] And is it a dental policy that you're needing benefits for the, OK. Oh, you said dental providers, OK. So.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, yes, sir.
[CUSTOMER][NEUTRAL] Yeah, I was, I'm trying to find a provider and uh everybody's telling me to call the insurance company.
[AGENT][NEUTRAL] Mhm. So to.
[AGENT][NEUTRAL] So to find a provider online, what web address are you using?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I'm there.
[CUSTOMER][NEUTRAL] Mhm, I'm looking at it right in front of me too.
[AGENT][NEUTRAL] Oh, OK, let's see.
[AGENT][NEUTRAL] And so then what you'll do is um the home page should say workforce benefits that works for you.
[AGENT][NEUTRAL] A lady with an orange jacket.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah it's a man with a blue jacket, but he had it says workforce benefits that work for you, says the same thing.
[AGENT][NEUTRAL] Oh, you have a different picture. OK, so just go ahead and scroll down.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be almost to the end of the page um until you get to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Find a provider so it's gonna show claim status claims and forms, my account and find a provider it's like a an a a microphone glass.
[CUSTOMER][NEUTRAL] I'm working. I'm.
[CUSTOMER][NEUTRAL] Claim status, claims informed my account find a provider. OK, I see that.
[AGENT][NEUTRAL] OK, click on that um find a provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the next that page should come up to say provider resources.
[CUSTOMER][POSITIVE] It's yes.
[AGENT][NEUTRAL] OK, so then you're gonna scroll.
[AGENT][NEUTRAL] And then the second section should say individuals with Carrington dental plans, search dental providers.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Search dental providers and the, yeah, OK I see it. All right. Just click on that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, click on that blue button. Mhm.
[AGENT][NEUTRAL] And so step one is, it's defaulted to dental and then step 2 is already defaulted to a general dentist. On step 3, we're going to enter your city, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] And then you're in the state of [PII] we enter [PII].
[AGENT][NEUTRAL] And then the zip code will enter [PII], and when you enter that information it tells you that it's going to display the closest within 100 miles. You can search for 10 providers, 25 providers, which I think is defaulted to 25, 50.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, yes, it's 25. OK.
[AGENT][NEUTRAL] 100, however many you want.
[CUSTOMER][NEGATIVE] Uh, I don't wanna, I really don't, that'd be a lot to go through.
[AGENT][NEUTRAL] And then just click the.
[CUSTOMER][NEUTRAL] I'll clear the search for providers.
[AGENT][NEUTRAL] Uh, you
[AGENT][NEUTRAL] Yes, and it should populate the provider's name, their specialty, their address, and then how far they are from your zip code, your location.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got it. Uh, so you didn't do that, but yes, I do see it. All right, great.
[AGENT][NEUTRAL] You see that?
[AGENT][NEUTRAL] And then it here it just shows 5 and you'll see that number 5 and with the little drop down arrow you can click that drop down and it'll, you can select the next 1025, 50 or 100.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, good deal.
[CUSTOMER][POSITIVE] Well thank you very much. That's exactly what I needed to know.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK. All [PII]. Anything else we can help out with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Uh bye bye.