AccountId: 011433970860
ContactId: 0497b4ee-b1bd-4bdd-9246-cca7ad807c93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368730 ms
Total Talk Time (AGENT): 172226 ms
Total Talk Time (CUSTOMER): 144453 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/0497b4ee-b1bd-4bdd-9246-cca7ad807c93_20250603T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I was calling about where I use my insurance card for find a doctor provider and it didn't provider here in [PII].
[AGENT][NEUTRAL] OK, you're just needing assistance finding a a provider?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Uh, you were just needing assistance in finding a provider, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, yes, uh, a private doctor in a private dentist office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh for uh medical and for your dental?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, OK, uh, we can get your policy pulled up and take a look at that. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII], the on the car he got [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then before we go any further, uh, [PII] call back number from you in case we're disconnected.
[CUSTOMER][NEUTRAL] Uh, just I'm right here [PII].
[AGENT][NEUTRAL] Alrighty thank you uh do you have one of those policy numbers?
[CUSTOMER][NEUTRAL] Uh, I got the, the prayer ID number on my car. I got the card right here.
[AGENT][NEUTRAL] On the on the card, do you see anything that says certificate number or member ID anything like that?
[CUSTOMER][NEUTRAL] Or a group number.
[CUSTOMER][NEUTRAL] Uh, I got a policy sla 30, uh, numbers.
[AGENT][NEUTRAL] That's it. Yes, sir.
[CUSTOMER][NEUTRAL] 0259.
[CUSTOMER][NEUTRAL] 696-7.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, um, so.
[AGENT][NEUTRAL] We're just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] People
[CUSTOMER][NEUTRAL] Uh, which one do you have?
[AGENT][NEUTRAL] Uh, it's in [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, it's a little girly.
[AGENT][NEUTRAL] Oh, your mailing address.
[CUSTOMER][NEUTRAL] My email address is uh [PII].
[AGENT][NEUTRAL] Perfect, yes, and then a last thing I need is going to be your email address uh that we have for you uh it looks like it's a Yahoo account.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Awesome thank you so much for verifying all of that. OK, so for your dental and your medical uh policies, neither of them are affiliated with any sort of network. So for your dental you can simply um I would simply call around it could be potentially used anywhere, same as your medical.
[AGENT][NEUTRAL] Um, if they any providers have any questions they're more than welcome to give us a call. We do talk to providers all the time, um, so your dental, it simply pays a percentage based off of UCR. You can tell the providers that if there's any confusion or again they can give us a call as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] At UCR or dental.
[AGENT][NEUTRAL] Yes sir, uh, based off of UCR, it's a percentage based off of UCR, um, that's just the average cost for, um, procedures in that area.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for either one, medical or your dental, if there's ever a situation uh where you've already received treatment and they will not file a claim for you, uh, just know that you can still absolutely file those claims yourself if for some reason they aren't willing to do that for you.
[CUSTOMER][NEUTRAL] OK, he says nowhere in [PII] in my city is that they wouldn't take it like that, uh, probably you are APL.
[AGENT][NEUTRAL] They won't take it?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] No, I'm asking you. You told me like there's somewhere in my area that, that, that I used that.
[AGENT][NEGATIVE] Oh no, yeah.
[AGENT][NEUTRAL] No, no, no, so it can both policies can be used potentially anywhere it really does just depend on the provider whether or not they were willing to file the claim for you, but again I would call around and encourage them to give us a call if there's any confusion.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But neither of them have a set network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll try to see, see, I might get me like what's, what's a good doctor about around well probably doctor [PII] my see they don't mind using that card before I I call myself. Hello.
[AGENT][POSITIVE] Right, yeah, I would definitely, uh, look around, find where you would like to go and then give them a call from there, uh, and again if they have any questions for us they can definitely give us a call.
[CUSTOMER][NEUTRAL] OK, OK, well, I have one doctor, but she don't take that insurance because she got her own proper doctor now, her own office, so I'm trying to wait it it dries up and she can use it or not. She can use it and I go look around but I gotta find another doctor.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] I see. OK.
[CUSTOMER][POSITIVE] She's she was really good.
[AGENT][POSITIVE] Yeah, I'm sorry about that.
[CUSTOMER][NEUTRAL] It's OK. It's OK. I was fine and check.
[AGENT][NEUTRAL] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's what I'm trying to find out which where, um.
[CUSTOMER][NEUTRAL] Is my payment still the same at $45 every week?
[AGENT][NEUTRAL] Um, I'm, that would depend on how your employer has that set up. That would be a question for them.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK, I get, so you in different parts of where they, alright, thank you, ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Of course, thank you.
[AGENT][POSITIVE] Alrighty, yes, sir. I hope you have a great rest of your day. Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.