AccountId: 011433970860
ContactId: 044806c1-e5e6-4dd6-ae4b-89ebbe8b67b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321100 ms
Total Talk Time (AGENT): 192551 ms
Total Talk Time (CUSTOMER): 119836 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/044806c1-e5e6-4dd6-ae4b-89ebbe8b67b3_20250116T19:22_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, no, I am trying to find out um what dental place we can go to with our insurance.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you happen to have your APL policy number available?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Oh yes, that's OK. I thought I lost it. OK, here we go. The number is the um policy number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, 025.
[CUSTOMER][NEUTRAL] 38515
[AGENT][NEUTRAL] Thank you. And what is your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] My name is [PII], um [PII].
[AGENT][NEUTRAL] All right, thank you. Do you mind verifying your your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and what is a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Miss [PII], and it would be my pleasure to assist you with a provider information on your dental plan.
[AGENT][NEUTRAL] Now, actually, my pleasure. Actually, with this policy, you can go to any dental provider. This plan does not participate.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] In a network.
[AGENT][NEUTRAL] And you know sometimes if you're out on the road you don't have time to look or sometimes there's not even an in-network provider in that area so therefore the plan does not participate in network participation.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's not
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can go to any dental provider and then they may ask you a question if you call for an appointment if it is a PPO network.
[AGENT][NEUTRAL] A lot of times they'll ask for that you can just tell them that it is not a PPO network plan.
[AGENT][NEUTRAL] And what
[CUSTOMER][NEUTRAL] Not CPO network plan, OK.
[AGENT][NEUTRAL] Not PPM network. mhm. This policy pays at a percentage of UCR UCR stands for usual customary rate, so we will pay a percentage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Usual custom customary.
[AGENT][NEUTRAL] Yes ma'am, usual customary rate, so we'll pay a percentage according to the plan of the usual rate in that area.
[CUSTOMER][NEUTRAL] Customary
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, oh sure, OK, so what does that mean? Um.
[CUSTOMER][NEUTRAL] I just let them know and then they'll tell me how much you mean how, how do I know?
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Once um they make an appointment, what they'll do is they'll call us to get uh what's called a breakdown. Actually, it's just a a
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A condensed, uh, I'm sorry, a condensed copy of your policy that shows the procedures that are covered and the percentage of which we cover them.
[AGENT][NEUTRAL] But you shouldn't have any problems if you do, please ask them to call us.
[CUSTOMER][NEUTRAL] Oh OK, OK.
[AGENT][NEUTRAL] And we will be happy to verify your benefits and also the fact that it is not a network policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, um, so if, um, I call the dentist and they say they're PTO, then I do not go to them. I have to find somebody else, correct?
[AGENT][NEUTRAL] Well, sometimes they, they will accept this policy even if they are a PPO provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] And I will give them this number [PII] I'm sorry.
[AGENT][NEUTRAL] They should.
[AGENT][POSITIVE] I'm so sorry. Yes, ma'am, that phone number.
[CUSTOMER][NEUTRAL] I can give him this, OK.
[AGENT][NEUTRAL] Go ahead, go ahead.
[CUSTOMER][POSITIVE] Go ahead, I'm sorry, I'll let you go ahead and talk. I'm sorry.
[AGENT][POSITIVE] Uh, no, you're fine. I apologize to. Yes, ma'am. You can give him that phone number [PII], and we'll be happy to verify your benefits.
[CUSTOMER][NEUTRAL] OK, alright then I'll get busy with that right now then.
[AGENT][POSITIVE] All right, well if you need any further um assistance, you don't hesitate to give us a call, OK?
[CUSTOMER][NEUTRAL] OK, one more, I do have one more question. Your hours cause that's you got, yeah, cause I'm in [PII], so what's, are you 2 hours behind us or 3 hours? I mean 2 hours ahead or or 3?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Where's
[AGENT][NEUTRAL] I think we're, well, I think you're behind us. It's [PII] here in the afternoon.
[CUSTOMER][NEUTRAL] OK, [PII], so it's [PII]. OK, so, so 2 hours you're 2 hours ahead of us. OK, alright, I'll make sure I write that down.
[AGENT][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] All right. We're Central Standard Time.
[CUSTOMER][POSITIVE] OK, alright thank you I appreciate that.
[AGENT][POSITIVE] It's been my pleasure. Is there anything else I can help you with? And I hope that y'all are safe from the fires.
[CUSTOMER][NEUTRAL] Oh yes, ma'am. We are. Where I live, we are, I'm like um 2 hours away from the fires.
[AGENT][POSITIVE] Oh, that's a blessing. Good.
[CUSTOMER][POSITIVE] So I'm in a good, yeah, I'm in a good place. Thank you.
[AGENT][NEGATIVE] Oh, it's my, I, I've just been so worried about everybody. It's just horrible.
[CUSTOMER][NEGATIVE] I know, I know. It is, it's very terrible.
[AGENT][NEGATIVE] Horr
[AGENT][NEUTRAL] But Miss [PII]
[CUSTOMER][POSITIVE] Well, you have a good day and thank you again for your help.
[AGENT][POSITIVE] It's been my pleasure and you call us if you need anything, OK?
[CUSTOMER][POSITIVE] OK. Thank you again.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You take care and have a lovely day.
[CUSTOMER][NEUTRAL] OK, you too, you too, bye bye.
[AGENT][NEUTRAL] Bye bye.