AccountId: 011433970860
ContactId: 03a976da-e5c8-4305-83ea-d63b15964421
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214449 ms
Total Talk Time (AGENT): 97010 ms
Total Talk Time (CUSTOMER): 76957 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/03a976da-e5c8-4305-83ea-d63b15964421_20250319T14:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, good morning. Um, um, can you please send me, um, some, um, surgery doctor?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] For the dental?
[CUSTOMER][NEUTRAL] So, can you send me some dental surgery doctors?
[AGENT][NEUTRAL] Well, with our policy, we don't policies, we don't have any network of dental providers, so you can go to any dental provider. Uh, what's your name and policy number, please?
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] Um um
[CUSTOMER][NEUTRAL] And the name on the card is [PII].
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02441115.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth and the mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, mailing, um, I don't know which email address you bought, but I'm gonna give you mine.
[CUSTOMER][NEUTRAL] [PII]+.
[CUSTOMER][NEUTRAL] [PII] that's [PII].
[AGENT][NEUTRAL] OK. Well, I guess I was saying, um, with our, with your policy, we don't have a network of dental providers, meaning that you can go to any dental provider, just present them with a card and that way they can call and verify benefits and eligibility.
[CUSTOMER][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] Um, OK, I went to the dentist. They sent me because I have to remove, uh, um, 4 teeth. So they sent me to a surgery doctor and they said they don't take that card.
[AGENT][NEUTRAL] OK. Well, I'm sorry, uh, but we don't have a list or a network of dental providers. Um,
[CUSTOMER][NEGATIVE] Cause when, when you say I can't go anywhere, I don't think, I don't think it's possible because they say they don't take it.
[AGENT][NEUTRAL] Well, you can go anywhere, but we can't guarantee that if a provider will accept the insurance, we can only um
[AGENT][NEUTRAL] Let you know they can call us and we can verify benefits and eligibility, but that's up to the dentist's office discretion on whether they accept the insurance or not, but the policy is open to where if the provider was to submit the claim and benefits are assigned, we can pay the provider.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Or I was gonna say if you have the procedure, you can, or your husband can submit the claim for any payable reimbursement.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] OK. I, yes, ma'am. Is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Nope, I'm good, thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.