AccountId: 011433970860
ContactId: dc638a66-d0c0-4a78-be1c-34b57633e754
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167380 ms
Total Talk Time (AGENT): 85233 ms
Total Talk Time (CUSTOMER): 63744 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/dc638a66-d0c0-4a78-be1c-34b57633e754_20250303T15:43_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] Yes, ma'am. I was just wondering um.
[CUSTOMER][NEUTRAL] Do, could you give me a list of all the providers around my area that takes the uh APL insurance, dental insurance, please?
[AGENT][NEUTRAL] Yes, I can help you with the list of providers. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] 02560647.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] And your mailing I'm sorry, your email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So for your policy, there is no list of providers. Um, you can take your insurance anywhere. If they need to verify your coverage, just give them your card. Um it has your policy number and then our number on the back and we can go through the benefits with them and send them a copy if they need to like file an estimate or something for you, but you don't have a list of providers, you can go anywhere with this insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK, cause they ain't nobody cause I've been calling, I called two people and they said that uh they're not in network with you guys.
[AGENT][NEUTRAL] With who, who are you saying APL when you call?
[CUSTOMER][NEGATIVE] Yes, no, I called, uh, 2, you know, I called to dental, uh, offices this morning and they was telling me they're not in office that I have to get in contact with y'all or something.
[AGENT][NEUTRAL] Yeah, that
[AGENT][NEUTRAL] Right, I'm saying, did you, when you call them, were, did you say APL for the dentist, like
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah, that's what I told him, yeah.
[AGENT][NEUTRAL] When they're saying
[AGENT][NEUTRAL] OK, so you're, so it's, so the policy is a Carrington policy, um, a dental policy, but I would call whoever you call back and give them our phone number and your policy number and tell them to call us to verify benefits and receive a fax back. You don't have a list of, there's no network.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, man.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.