AccountId: 011433970860
ContactId: e8eb6cba-2a3f-47cd-9ff4-ac21fe46fedd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130520 ms
Total Talk Time (AGENT): 67600 ms
Total Talk Time (CUSTOMER): 44381 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/e8eb6cba-2a3f-47cd-9ff4-ac21fe46fedd_20250220T21:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, and I'm trying to figure out what dentists in my area take my um dental insurance.
[AGENT][POSITIVE] OK, um, well, I'll be more than happy to assist you with the list of providers. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh yeah it is.
[CUSTOMER][NEUTRAL] 02589602
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And can you, um, verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] [PII] mailing is [PII]. 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 your um policy with APL and Carrington, um, it's not on a network, like it's not a Carrington PPO. It's just um
[AGENT][NEUTRAL] Yeah, it's not a network with a list of covered providers. It's just you can take this wherever.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, I would say once you do find a dentist in your location that you're, you know, wanting to go to, just give them our phone number and your policy number, um, and we can go ahead and verify the benefits with them. We can send them a copy of your benefits, um, so that they can make estimates and things if they need to.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That sounds good.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL and I do hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.