AccountId: 011433970860
ContactId: dc2bcd26-24fa-47ee-a0e0-6191074f6c46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268869 ms
Total Talk Time (AGENT): 107641 ms
Total Talk Time (CUSTOMER): 107170 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/dc2bcd26-24fa-47ee-a0e0-6191074f6c46_20250327T15:38_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Thanks for calling. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] 00, yeah. Um, I was calling um for my son, um.
[CUSTOMER][NEUTRAL] I was wondering if I, if you could tell me like who are participating dentist um in [PII], like in
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], who would participate in his, with his insurance.
[AGENT][NEUTRAL] There should be a number listed on the back of his card that says [PII] to verify participants in his network. What is his policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, 02514587.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what is your, could you verify your son's name, mailing address, and date of birth?
[CUSTOMER][NEUTRAL] Um, my son's name is [PII], [PII], and his date of birth is oh excuse me, [PII].
[AGENT][NEUTRAL] His mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And did he ever give permission for APL to speak with you in regards to his policy?
[CUSTOMER][NEUTRAL] Um, I'm not sure.
[AGENT][NEUTRAL] Due to him, but he has to give us permission to speak with you, but I don't need to give permission to speak with you in regards to give me the number to Carrington so you can verify a participant provider in network.
[AGENT][NEUTRAL] Let me know when you're ready for the number and I can transfer you.
[CUSTOMER][NEUTRAL] Uh, I'm, I'm sorry, you, you
[CUSTOMER][NEUTRAL] Oh, wait just a minute.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] So that number to Carrington is.
[AGENT][NEUTRAL] 1800-290-0523. That's [PII]. And would you like for me to transfer you?
[CUSTOMER][NEUTRAL] OK, I, I didn't get the I didn't get the last 4. I'm sorry. 0.
[AGENT][NEUTRAL] No, no worries. I can repeat it. It's 0523, so that's 1-8002900523.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So hold one moment. Is there anything else that I can assist you with? and call you and let your son know for future reference if he wants you to call on his behalf because you know, I have a son and I have to call his insurance company for him because they don't understand or know or think they don't know how to talk to a person in regards to collecting information from an insurance company. So in the
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You just give him tell him to call us to give permission to APL to speak with you about his policy like say if you wanna call and check the status of a claim or something, verify his benefits, and then we'll be able to talk to you when he give once he give us that permission.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] 01 moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling member services. Yeah, I'm here. I'ma Nino.
[AGENT][NEUTRAL] Hello, are you there?
[AGENT][POSITIVE] OK, so I'm not gonna hang up until a live person coming in, but thanks for calling APL, and you have a great day.
[CUSTOMER][NEUTRAL] To better assist you, please have your membership or policy ID number available.
[CUSTOMER][NEUTRAL] If you are a healthcare provider, press [PII]. If you would like to sign up or learn more about our health and lifestyle discount plans, press [PII].
[CUSTOMER][NEUTRAL] If you are a member, call me ma'am, are you on there? Press [PII]. All other callers please press. here's my son he'll give you, he'll give you permission to locates here in your area, please press one for our automated provider search system.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] This is the member eligibility and provider search service line.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] If you answer just a few questions, I can quickly help you find the information you're looking for. To get started, are you a member or a provider?