AccountId: 011433970860
ContactId: f8c6b31a-237d-499f-81b2-06d3ad29e082
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 606250 ms
Total Talk Time (AGENT): 234761 ms
Total Talk Time (CUSTOMER): 260059 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/f8c6b31a-237d-499f-81b2-06d3ad29e082_20250429T21:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] OK, I just received my um.
[CUSTOMER][NEUTRAL] APL card in the mail.
[CUSTOMER][NEUTRAL] And I'm trying to find out, uh.
[CUSTOMER][NEUTRAL] The, you know, how do I find out the nearest provider.
[CUSTOMER][NEUTRAL] That participates in APL.
[AGENT][POSITIVE] All right. I'd be happy to help you with that information today. Can I get your name, please?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]
[AGENT][NEUTRAL] Alright, Mr. [PII], and just in case we get disconnected today, what's a good phone number I can reach you back at?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] I got my card says policy slasher number is what you want?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright, it's 02612980.
[CUSTOMER][NEUTRAL] And then there's a group number underneath that you need that also?
[AGENT][NEUTRAL] No sir, all I need is your policy certificate number. Give me just a moment. I'm gonna get that pulled up for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I was able to locate your policy. I just need to verify some information from you. What is your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Hey, there's also a a payer ID number. Do you need that?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] No sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And you already gave me your phone numbers. The last thing I need is your email address.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, Mr. [PII], thank you so much for verifying all that information for me. Let me take a look at your policy and see if you have a network. Hold on just a second.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so this is a dental policy and um that runs through the Carrington network.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] Yes, it says parenting on it.
[AGENT][NEUTRAL] Yes, um, so you can actually go to our website and, uh, look up the carington providers, um, you do not have to use those, um, but they are.
[AGENT][NEUTRAL] Um, the network that is used, so hold on just a second, I'm trying to see.
[CUSTOMER][NEUTRAL] Would you, would you rather me go to the.
[AGENT][NEUTRAL] There is a phone number here.
[CUSTOMER][NEUTRAL] Would you rather me go to the Tarington network or?
[CUSTOMER][NEUTRAL] Listen, I am, I'm [PII] old. I haven't had insurance.
[CUSTOMER][NEUTRAL] In like 20 years, so I'm new to this, please just bear with me, uh uh.
[CUSTOMER][NEUTRAL] I'm trying to find out
[CUSTOMER][NEUTRAL] A dentist or orthodontist.
[CUSTOMER][POSITIVE] Who can take care of my needs in close proximity to where I live, that's what I'm trying to do.
[CUSTOMER][NEUTRAL] And I, and I just received this card.
[AGENT][NEUTRAL] OK, yes, sir. Uh.
[AGENT][POSITIVE] I understand. I'd be happy to help you with that. Um, I can give you the phone number to Carrington that you can call and get a list of providers from them, or I can actually.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can give you uh our website that you can also locate the providers.
[AGENT][NEUTRAL] Uh, which way would be easier for you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] When you say you cannot locate a provider, you're gonna try to find the one nearest to me or you just gonna
[CUSTOMER][NEUTRAL] Like I said, bear with me. I'm serious. I'm not, I haven't had insurance for like 20 years. I'm [PII] old, so I'm new to this, so.
[AGENT][NEUTRAL] Yeah, that's all right, Mr. [PII]. That's all right. um, so what you would need to do is you like I say, you can call the phone number for Carrington and they could, uh, provide you with a provider near you or you can go to our website, um, and you can actually search for providers in your area from our website.
[CUSTOMER][NEUTRAL] OK, and
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the website is, uh, uh.
[AGENT][NEUTRAL] It's a
[CUSTOMER][NEUTRAL] I, I believe in the back of the card, it says [PII].
[CUSTOMER][NEUTRAL] And Public.com.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Slash
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's what it says on the back of my card.
[AGENT][NEUTRAL] Yeah, so that's for logging into your um online service center account which is a very helpful tool if you are interested in that you can you can go to that and fill out the information and sign up for an online service account you can uh file claims that way, uh, see your ID card.
[CUSTOMER][NEUTRAL] 000, I'm sorry. OK, yes, I'm sorry, there's another site that they gave me was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir. That's it.
[CUSTOMER][NEUTRAL] Is that what you're referring me to?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, so if I go to that website.
[CUSTOMER][NEUTRAL] They'll give me uh providers that accept APL correct?
[AGENT][NEUTRAL] Yes sir, you go to that website and scroll all the way down to the bottom and at the bottom it's got a little magnifying glass with a tooth and it says Carrington Dental provider search. You can click on that and it will um it's gonna bring up another page and you click search dental providers.
[AGENT][NEUTRAL] And then it's going to ask you some information to help you locate a provider close to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the website I'm supposed to go to is uh uh [PII].
[CUSTOMER][NEUTRAL] [PII] correct?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, and if I go to that.
[CUSTOMER][NEUTRAL] And do what you said, church, they're gonna uh uh provide me with a
[CUSTOMER][NEUTRAL] With a physician that accepts this insurance, correct?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, because, you know, I went through this where I
[CUSTOMER][NEGATIVE] I went to another uh uh uh orthodontist or dentist, and they refused this insurance. So now I'm like,
[CUSTOMER][NEUTRAL] I thought I had insurance.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] So this is a network. I have to go to APL correct?
[AGENT][NEUTRAL] Yes, well, actually the network is through Carrington, so the network Carrington is who, yes, yes, so yes, sir, you would just need to use the Carrington dental provider.
[CUSTOMER][NEUTRAL] Yeah, Carrington, yeah, yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, so, uh, uh, and these providers that you're gonna, uh.
[CUSTOMER][NEUTRAL] On the website accept this insurance, correct?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, that's all I wanted to know, you know, if I go to one of these providers, they're not gonna refuse this, uh, insurance that I have.
[AGENT][NEGATIVE] Right, they should not.
[CUSTOMER][NEUTRAL] It's APL Carrington.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, because I know I have full insurance, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, alright, thank you so much I appreciate your help.
[AGENT][NEUTRAL] No problem, Mr. [PII]. Was there anything else I could do for you?
[CUSTOMER][POSITIVE] No, I just, I'm trying to make this happen because I need this to.
[CUSTOMER][NEUTRAL] To go through, but like I said, I just received my card and I'm trying to take advantage of it so.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, sir. I understand. Yes, sir. Well, if you have any other questions, you can always give us a call back and we'd be happy to help you, OK?
[CUSTOMER][NEUTRAL] It is what it is.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] And I will thank you so much you take care.
[AGENT][POSITIVE] Thank you so much for choosing APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] Thank you. Bye bye.