AccountId: 011433970860
ContactId: ebe0c2c4-645e-4b6d-a7cd-91cdc752b024
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418899 ms
Total Talk Time (AGENT): 154272 ms
Total Talk Time (CUSTOMER): 149744 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/ebe0c2c4-645e-4b6d-a7cd-91cdc752b024_20250327T12:35_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] Hi, yes, good morning. I'm calling because I need to find out about um what provider I can use in my area.
[CUSTOMER][NEUTRAL] Like, who takes it.
[AGENT][NEUTRAL] OK, well, I can definitely take a look at your policy and see who's in network for you. May I have your name?
[CUSTOMER][POSITIVE] It is sometimes you're welcome.
[AGENT][NEUTRAL] And Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. May I have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02596316
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And can you verify um your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] And the, the email address.
[CUSTOMER][NEUTRAL] Oh, my first and last name [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and hold on one moment, let me see if there is.
[AGENT][NEUTRAL] Let me see what type. Hold on one second.
[AGENT][NEUTRAL] I'm just pulling up your dental benefits so I can see the, if there's a network. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so your policy is on the Carrington PPO network. So, um,
[AGENT][NEUTRAL] There is a list of providers for that, but if you choose someone who is not a Carrington provider, your benefits are still the same. The difference is if you do pick a Carrington provider, there's like an additional percentage of your balance you can get. If your, if your dentist is not caring.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] You won't get that percentage off, but you can still use your benefits. Um, but we're not, we don't have access to Carrington's list of providers, so I can give you their phone number if you'd like and transfer you over for the list.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] It can
[CUSTOMER][NEUTRAL] Both
[AGENT][NEUTRAL] OK. Um, so the phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can stop this. Let me use this pencil.
[AGENT][POSITIVE] Oh, take your time.
[CUSTOMER][NEUTRAL] OK, go ahead, [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] 0523.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] And before I transfer you over, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Well, thanks for calling APL. I hope you have a good day. Hold on one moment.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Thank you for calling member services Para assistencia espanol oprima el Nino Nve.
[CUSTOMER][NEUTRAL] To better assist you, please have your membership or policy ID number available.
[CUSTOMER][NEUTRAL] If you are a healthcare provider, press 1. If you would like to sign up or learn more about our health and lifestyle discount plans, press 2.
[CUSTOMER][NEUTRAL] If you are a member calling about your current products, press 3. All other callers, please press 4. To hear these options again, press 5. For faster service for quality assurance and training purposes, this call may be monitored and or recorded. Instead of waiting, we can give you a call back.
[CUSTOMER][POSITIVE] Thank you for calling your care team. My name is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from APL. I have a member on the other line who wants to get a list of providers in her area.
[CUSTOMER][NEUTRAL] OK, sure. Um.
[CUSTOMER][NEUTRAL] Could you provide me with the policy number please?
[AGENT][NEUTRAL] Mhm. It's 259, excuse me, 6316.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Just try that number 259-631-6.
[AGENT][NEUTRAL] That's their APL policy number. I don't know.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, sorry, I'm not sure what APL stands for.
[AGENT][NEUTRAL] So American Public Life is the insurance company. Carrington provides the dental coverage. The member needs a list of providers for her Carrington PPO policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you have the last name of the member?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] And do you have a zip code for the member?
[AGENT][NEUTRAL] Um, hold on one moment.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Her zip code is [PII].
[CUSTOMER][NEUTRAL] Uh, what's the first name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Um, and date of birth.
[AGENT][NEUTRAL] Um, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. It's um [PII].
[AGENT][NEUTRAL] And what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK, sorry.
[CUSTOMER][NEUTRAL] OK, uh, so I did find the member's account and um, uh, would you like for me to go ahead and assist the member further?
[AGENT][POSITIVE] Yes, I'm gonna transfer her over to you.
[CUSTOMER][POSITIVE] OK, thank you very much, Ms. [PII], um.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I'll be waiting for the.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] Hello, [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] So this call.