AccountId: 011433970860
ContactId: e13788cb-ece1-476e-950f-8d0db62ba675
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 510920 ms
Total Talk Time (AGENT): 244749 ms
Total Talk Time (CUSTOMER): 122136 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/e13788cb-ece1-476e-950f-8d0db62ba675_20250519T13:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hello, good morning. How are you doing today?
[AGENT][NEUTRAL] Good, you?
[CUSTOMER][NEUTRAL] Yeah, not too bad. I was just wondering, uh, what dentist providers take the insurance out here in [PII]? I've been trying to look on the website, but I, I don't know, it all seems so weird.
[AGENT][NEUTRAL] OK, um, can I get your name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][POSITIVE] And a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and what's your policy number?
[CUSTOMER][NEUTRAL] Uh, let me check that.
[CUSTOMER][NEUTRAL] One second, I'm sorry.
[AGENT][NEUTRAL] No, you're OK.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 62
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 362 4
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] I found the one for the dental.
[CUSTOMER][NEUTRAL] I think I gave you another one for the eyes or are they, are they the same policy numbers on each card?
[AGENT][NEUTRAL] Uh, we don't have vision insurance.
[CUSTOMER][NEUTRAL] Oh, OK, OK, sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No, you're OK. You're OK.
[AGENT][NEUTRAL] But the one you gave me, uh, you said it's dental?
[CUSTOMER][NEUTRAL] Uh, it should be 02623626.
[AGENT][NEUTRAL] Can I get you to verify your mailing address and phone number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, the one you gave me is your hospital indemnity.
[CUSTOMER][POSITIVE] Yeah sorry I I'll give you the dental one right now.
[AGENT][NEUTRAL] No, no, no, you're OK. I can look, I can look, I can get I can get the other one.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, let me see, do you need, would you like me to give you that policy number?
[CUSTOMER][NEUTRAL] Uh, no, no, I, I actually have it. It's uh 02623626.
[AGENT][NEUTRAL] Yes, sir. OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And are you using APL or I'm sorry, uh [PII]?
[AGENT][NEUTRAL] Slash I believe it's providers resources.
[CUSTOMER][NEUTRAL] Yes, I was using that, but I, I couldn't find a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Dental out here. It was all like little kids.
[CUSTOMER][NEUTRAL] Danos, I was like, do I pull up to a, a kid's den?
[AGENT][NEUTRAL] All right, let me look.
[AGENT][NEUTRAL] So you are, so.
[AGENT][NEUTRAL] It looks like your dental policy can go through the Carrington network.
[AGENT][NEUTRAL] So you are able to go through Carrington providers. Let me look and see if that is an option on our website. I haven't been on it yet today.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] So you should be able to see.
[AGENT][NEUTRAL] In your providers if they are [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And that might help, but let me look.
[AGENT][NEUTRAL] Now if you're not finding anything that is adult related.
[AGENT][NEUTRAL] On our website, you can go to Carrington's website. It's [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, so [PII], yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] The number [PII].
[AGENT][NEUTRAL] And that one might be, might be able to give you some adult ones, um, if ours is only showing up as children's. Um, I do know that there are some in your area just from other calls I've had, um, in your area. They do end up finding some. And what I would do is when you do see a dentist that you think you might, uh, want to go to, I would go to, um, I would call them and just double check and verify with them.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] That they accept your insurance.
[AGENT][NEUTRAL] Um, they should, and what I would do is have them, uh.
[AGENT][NEUTRAL] Precheck you, so give them your policy number because they should ask for that um and then they can, they can verify with us as well to see what all is covered under your plan and that might be helpful. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you think you could send that link to my phone number by chance? or email? I tried to type it down. Hopefully I got it right, but it's because I'm driving right now.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] If possible.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, I don't think I can because they are technically not our email. Uh, the best option is I can give you is our, our website and if you don't, if, if for whatever reason there's misspelling on our website, it will have Carrington on there as well so you can always get the spelling on there or um.
[AGENT][NEUTRAL] Google would be another bet um it's, it's spelled like caring, but it's spelled wrong, so or how you would think it is spelled wrong is the best way I can remember it is that that's how I remember it is it's Carrington with an E.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm under.
[AGENT][NEUTRAL] Yeah, if we're, if we're just giving you children's dentists um you can either expand your search or you can go on our website or go through theirs.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 10:40.
[AGENT][NEUTRAL] Yeah, it, it even says on the provider search if you have Carrington dental plan use the tool below um but you can also use their website but.
[AGENT][NEGATIVE] Yeah, I don't, I don't know why it would just give you children's.
[CUSTOMER][NEUTRAL] Yeah, it's OK. I'll double check right now.
[AGENT][NEUTRAL] 00, I do see on ours step 2, you can narrow your search. Go to general dentist because pediatrics is its own, so it might be to.
[AGENT][NEUTRAL] Uh, just double check that one and make sure that it says general dentist if that's what you're looking for.
[AGENT][NEUTRAL] It shouldn't give you pediatrics, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK. Is there anything else we can do for you today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Right, well, thank you so much for calling APL. I hope you find a good dentist and uh if you need anything else just give us a call back, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right thank you have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Likewise.