AccountId: 011433970860
ContactId: 0dca7770-9bff-4e50-a0f6-f18d86e0bb1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239899 ms
Total Talk Time (AGENT): 111711 ms
Total Talk Time (CUSTOMER): 54009 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/0dca7770-9bff-4e50-a0f6-f18d86e0bb1e_20250530T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, uh, I have dental insurance with you all, and I'm uh trying to see who, who around me are you all in network with, uh, with.
[AGENT][NEUTRAL] Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII] and uh [PII].
[AGENT][NEUTRAL] And what's your policy number, [PII]?
[CUSTOMER][POSITIVE] Uh, I like it.
[CUSTOMER][NEUTRAL] 23716.
[CUSTOMER][NEUTRAL] 73
[AGENT][NEUTRAL] OK, let me look that up for you.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Can I get you to verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] So this plan isn't under a network, you can choose any provider, um, your benefits are based on a UCR based off of your area code, so you can go anywhere that you would like.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Whenever you give them your insurance, you'll give them your your uh policy number like you just gave me, and uh they typically will verify before you come in for services, but we don't do in-network or out of network. We just go based off of the UCR.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So you should be able to go anywhere as long as it's a covered service under your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] What all coverages are under my policy?
[AGENT][NEUTRAL] Let me look for you real quick.
[AGENT][NEUTRAL] OK, uh, it looks like, and this is just a verification of benefits, not a guarantee of payment. It looks like you're all allowed, um, a cleaning once every 6 months.
[AGENT][NEUTRAL] Uh, exams you're given, uh, 2 per 12 month period.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That includes, you also have a full mouth X-rays and panoramics once every 5 years.
[AGENT][NEUTRAL] You're allotted crowns or bridges once every 7 years per tooth.
[AGENT][NEUTRAL] Uh, it looks like you also have SMX expenses.
[AGENT][NEUTRAL] Basic and basic uh restorative.
[AGENT][NEUTRAL] And let's see, you have.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Some oral surgery expenses, uh, periodontic and endodontic. Is there anything in particular that you, that you know that you need?
[CUSTOMER][NEUTRAL] Uh, I just wanted, I just, uh, needed a teeth cleaner, that's all.
[AGENT][NEUTRAL] OK, yeah, you're, you're allotted one every 6 months.
[CUSTOMER][NEUTRAL] One every 6 months, OK, OK then.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Yes ma'am, better do it.
[AGENT][NEUTRAL] Because there
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's all.
[AGENT][POSITIVE] All right, well thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Alright bye.