AccountId: 011433970860
ContactId: ff45e90c-05f2-4f43-bee4-03de8fab0480
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199000 ms
Total Talk Time (AGENT): 108708 ms
Total Talk Time (CUSTOMER): 61227 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/ff45e90c-05f2-4f43-bee4-03de8fab0480_20250502T12:30_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, [PII]. My name is [PII]. Um, I'm calling because I um, I'm trying to figure out the list of provider, dental providers in my area that are gonna be covered by the insurance.
[AGENT][NEUTRAL] OK, you said dental?
[CUSTOMER][NEUTRAL] And I don't know how to do that. Yeah, dental, mhm.
[AGENT][POSITIVE] OK, OK, well, I'll be more than happy to help you um with your list of providers, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] Thank you for that. May I have your policy number?
[CUSTOMER][NEUTRAL] Um, it's 02604672.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify your first and last name and date of, oh well, I already have your name, sorry, can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Um, date of birth [PII]. Address [PII], and that was it, right?
[AGENT][NEUTRAL] Yes, and all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment, let me look and see um what type of policy you have.
[AGENT][NEUTRAL] OK, so there's two ways that you can get your list of providers. I can either give you the number to Carrington and they'll provide you with the list over the phone, the list on the phone and uh if you go online, it's the same. And then the other option is online, um, you just enter like a zip code and how far are you willing to drive and then like a list will populate. Do you want like both or do you prefer one or the other?
[CUSTOMER][NEUTRAL] Um, let's do the online so I can look up the providers.
[AGENT][NEUTRAL] OK, so our website is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And when the page pops up, you're gonna scroll all the way to the bottom, like right before you see like the careers and contacts and you'll um see provider resources.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] And then under provided resources, are you doing it now?
[CUSTOMER][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] Because I didn't want to go too fast if you were writing it down. OK.
[CUSTOMER][NEUTRAL] Yeah, yep, I see it.
[CUSTOMER][NEUTRAL] Yep, dental provider search.
[AGENT][NEUTRAL] Yes, click that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then um scroll down a little bit, you'll see search dental providers.
[CUSTOMER][POSITIVE] Got you OK.
[AGENT][NEUTRAL] And then you'll just put like if you want to go to a dentist or a specialist and then like your zip code and how far?
[CUSTOMER][POSITIVE] I appreciate it. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, nope, that's it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.