AccountId: 011433970860
ContactId: f6a97621-8584-4c42-8fbb-6360f1f17a79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456130 ms
Total Talk Time (AGENT): 239948 ms
Total Talk Time (CUSTOMER): 88666 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/f6a97621-8584-4c42-8fbb-6360f1f17a79_20250529T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, um, my name is [PII]. I'm having trouble finding a provider, um.
[CUSTOMER][NEUTRAL] That accept the coverage that I have.
[AGENT][NEUTRAL] OK, um, [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Go back to it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 025.
[CUSTOMER][NEUTRAL] 79768
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] And can I get you to verify your full name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] And the address and phone number that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the phone number that we have on file? Is it this one?
[CUSTOMER][NEUTRAL] Um, yes ma'am, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] And um how are you looking for providers? Were you just doing a Google search? Were you using our our website?
[CUSTOMER][NEGATIVE] Um, no, I don't, I don't even.
[CUSTOMER][NEGATIVE] I don't even think I have the the website. Do you guys have like an app or anything?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we don't have an app yet um but if you go to [PII].
[AGENT][NEUTRAL] You'll scroll almost all the, oh, go ahead.
[CUSTOMER][NEUTRAL] Um, I'm sorry.
[CUSTOMER][NEUTRAL] What was, what, what was that again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you scroll down you can go to find a provider.
[AGENT][NEUTRAL] Um, and it looks like since you have dental insurance with us, if you scroll down a little further.
[AGENT][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Where'd it go?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you scroll down to where it says provider resources on our website.
[AGENT][NEUTRAL] You'll see like a little magnifying glass with a tooth and it says Carrington Dental provider search. If you click that and you scroll down and you'll see a big orange block that says um individuals with Carrington Dental plans um because your insurance is through us.
[AGENT][NEUTRAL] But they participate in a Carrington uh PPO network. It's not a requirement, but if you do use a Carrington, uh, network provider, you do get um some discounts on services through Carrington on top of what your policy has, um, so you'll search dental providers through there.
[AGENT][NEUTRAL] Um, and that's probably the easiest and quickest way, um, especially since, um, you have that Carrington, um, extra benefit if you use a provider within there, I will say I have had some calls from providers and, um, insurance insureds who say that.
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] Their dental office won't take Carrington, but they'll take APL. A lot of people think that APL is just life insurance and it's not, um, so if you want to say you participate in the Carrington network you can say that, um, and again if a provider decides that they don't want to file a claim on your behalf, you are able to do that yourself and as long as it's a service covered on your policy we will honor that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, those benefits, um, whether it's in network or out of network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] So, um parenting, um that's C A R R I [PII] G T O N.
[AGENT][NEUTRAL] It's C A [PII] N.
[AGENT][NEUTRAL] And you can find that on our website a in public.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm and you can search for providers on there.
[CUSTOMER][NEUTRAL] Oh, so.
[CUSTOMER][NEUTRAL] OK, so I'm on the caring thing.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I just fill out all this stuff, um, like the city state.
[AGENT][NEUTRAL] Yes, and then um make sure that you decide what kind so general dentistry um or whatever kind you're looking for, uh, you'll go through that.
[AGENT][NEUTRAL] And then if you want to limit it to where you're where you're at and by how far uh you can do that.
[AGENT][NEUTRAL] And then you can also um yeah you can also show how many you want to see, so 1025, 50, and 100.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and is orthodontic.
[CUSTOMER][NEUTRAL] With this service?
[AGENT][NEUTRAL] Let me check. I don't believe this policy covers orthodontics. Your policy doesn't have orthodontics on it.
[CUSTOMER][NEUTRAL] OK, is there a way that I can put that service on?
[AGENT][NEUTRAL] Uh, you would need to contact, uh, UTBA for that. Let me see.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] It might not be offered through your employer, um, but let me see if I can get you.
[AGENT][NEUTRAL] So for UTBA.
[AGENT][NEUTRAL] You'll want to call this number and let me know whenever you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready now.
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you'll need to check with them if they have orthodontics. Um, I don't believe that we have many orthodontic services. Um, they might have one through a different company, uh, but it's best to call them and ask them if they have any available for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will do that
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, that'd be it. Thank you, ma'am.
[AGENT][POSITIVE] Great, thank you for calling APL. Have a great day.