AccountId: 011433970860
ContactId: 1005273c-1a03-4687-ad95-923ea1557a54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 664380 ms
Total Talk Time (AGENT): 187456 ms
Total Talk Time (CUSTOMER): 153829 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/1005273c-1a03-4687-ad95-923ea1557a54_20250127T14:23_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Uh, I'm, I, I got insurance with you guys. I'm trying to find someone who takes our insurance in [PII].
[AGENT][NEUTRAL] OK. What's your name?
[CUSTOMER][NEUTRAL] Dental.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, uh, 02411021.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you repeat the first three digits? You went away, you cut out.
[CUSTOMER][NEUTRAL] It's it's [PII].
[AGENT][NEUTRAL] [PII]. OK, got it. Thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], what is your date of birth and mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII], um, I think I got a PO box on there.
[CUSTOMER][NEUTRAL] For my mailing address is [PII].
[AGENT][NEUTRAL] OK, and what's your email address on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that information and you're calling to uh get a provider that that accepts this, this policy or coverage?
[CUSTOMER][NEUTRAL] Yes ma'am, in, in [PII] or that area.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] [PII] or
[AGENT][NEUTRAL] Yeah, so the, yeah, so the policy that you have, there is no uh list of contracted, uh, dental providers. You can choose any doctor of your choice. Um, have you tried to make an appointment and they stated that they do not accept the card or the coverage?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, we will, at first I was calling around to see, like asking, asking like hey you guys accept American public life. A couple of them said no, couple of like we don't think so, but you can try and we can try to build it there. It's just no guarantee. So I was trying to call you guys and see if I could it really how does it work, so I can just go anywhere and we gonna be good or what?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] It's out of out of control if a provider tells you that they do not accept the card. We can't make them accept the card. Um, you may want to give them your policy number and our phone number and, and ask that they call us to verify your benefits. That might be another way to go about it. Those who state that they don't know or haven't heard about this coverage before offer your ID card.
[AGENT][NEUTRAL] Provide them with our phone number and then they can call the care team and we can verify the benefits and explain the policy um you have a preventive basic and major benefit under your plan um the calendar maximum under this policy is $1500 and um.
[AGENT][NEUTRAL] There is a $50 calendar, your deductible, and that is for any basic or major service uh that the $50 will be applied.
[AGENT][POSITIVE] Uh, preventive, of course, is reimbursed at 100%.
[AGENT][NEUTRAL] And um we can fax them over a schedule of benefits, but they would need to contact us to uh verify your benefit information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, it's just a lot and I'm not, I don't think that fast. So what I'm trying to, OK, so I just basically.
[CUSTOMER][NEUTRAL] I just need to ask somebody if they do or not.
[AGENT][NEUTRAL] So for instance,
[CUSTOMER][NEUTRAL] And if they and then
[AGENT][NEUTRAL] Yeah, you're looking for a dental provider, um, within your within your area, um, and just let them know that you have coverage, dental coverage with American Public Life Insurance Company, and if they could contact our office to verify what your benefits are, um, and let them know there is no provider of a network of contracted providers, you choose whomever you would like to see, so there is no network.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, and then we'll go from there. OK, but she said the maximum uh on coverage is $1500?
[AGENT][NEUTRAL] Subcontracted providers.
[AGENT][NEUTRAL] Per calendar year, yes.
[CUSTOMER][NEUTRAL] I can't get no more than that.
[AGENT][NEUTRAL] So this is a group policy and this is what they offer, so we're just telling you what your employer has offered to their employees. Any further questions beyond that point would be directed to your employer as far as the calendar year maximum.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, ma'am. OK then.
[AGENT][NEUTRAL] All right, [PII], any other questions?
[CUSTOMER][NEUTRAL] And this number here is fine for me to give to them, like when I tell them to verify my benefits.
[AGENT][NEUTRAL] And what number is that?
[CUSTOMER][NEUTRAL] Just [PII]?
[AGENT][NEUTRAL] What is it? Give me the number.
[CUSTOMER][NEUTRAL] OK, one second.
[AGENT][NEUTRAL] Are you there, [PII]?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I clicked over and now I'm sorry, it's [PII].
[AGENT][NEUTRAL] Uh-huh. Option 2.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's the correct number and we can provide them with benefit information.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] Yes, ma'am. OK. All right. I'll go from there, ma'am. Thank you.
[AGENT][NEUTRAL] OK. You're welcome, [PII]. Any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] All right you too.
[CUSTOMER][NEUTRAL] OK, hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Are you still here?
[AGENT][NEUTRAL] OK, I did not disconnect. I'll disconnect, [PII]. I was finishing up my note.
[CUSTOMER][POSITIVE] I'm sorry. I, I, I, I'm, I'm so sorry. I thought we were, I, I swear I thought we were done. I'm definitely did try to put my dispatcher was calling me. I did not try to put you on hold or nothing like that. I, I'm, I'm so sorry.
[AGENT][NEUTRAL] Yeah, we can't yeah we generally don't disconnect before the caller.
[CUSTOMER][POSITIVE] Jesus. Well, you're so nice. I, I, I pray you have a great day. I mean, that was everything, but I was just clicked over, so that's probably why I didn't disconnect. But yes, ma'am, that, that's it. I'll just get on the phone and I'll call some people up and tell them, hey, I don't have a network, um, you know, so I'll go from there. If anything they verify my coverage with you guys. OK, alright, yes ma'am. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct. All right, [PII].
[AGENT][POSITIVE] Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] You too.