AccountId: 011433970860
ContactId: 11e8d88e-9b92-46f8-98e0-b009e99baef2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291019 ms
Total Talk Time (AGENT): 142326 ms
Total Talk Time (CUSTOMER): 119164 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/11e8d88e-9b92-46f8-98e0-b009e99baef2_20250528T18:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], [PII], I have a little problem. Um, I have been trying to find a dentist for my husband and um I don't see on the website that you have, um, well I can't find it on the website where is it, you know, they have a link to, you know, uh, dentist offices that take his cover his insurance, do you guys actually have that?
[AGENT][NEUTRAL] OK, so you said that you're calling trying to locate a den, go about finding a dental provider, is that correct?
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] Uh yes, ma'am. I can try and direct you um with as much information as I'm able to provide for you. You said this was your, related to your husband's policy. Is that correct?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK, so first off, I'll need to pull up the policy information and then I'll, once I can verify some things with you, I'll be able to determine exactly how much information I can provide for you. So who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK. And Ms. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] It is 1125481.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, so first off, um, Ms. [PII], any information that I provide for you will be a verification of benefits and not a guarantee of payment. So if you could please first verify your husband's name and date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] My husband's name is [PII]. His date of birth is [PII]. Mine on the paperwork probably says [PII], and my birthday is [PII].
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII] and my zip code is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And the phone number that we have on file, it appears well is actually your phone number. OK. So then, um, and that'll be all I need to verify with you. So for this dental coverage that you all have with us, Ms. [PII],
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] This is not a network plan, so there is not a list of providers. You can choose any provider to go to.
[CUSTOMER][NEUTRAL] OK, got you, so, um, I can go to any dentist because I thought because she, the lady, she was confusing me, she just kept saying, is it a PTO and I'm like, uh, no, it's not a PTO.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No. Right.
[AGENT][NEUTRAL] No, it is not. So, yes, ma'am, you can just tell.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And she was like, it just saw something on your card and I'm like it says group voluntary dental. That's what it says, you know.
[AGENT][NEUTRAL] Yes, ma'am. This is right. It is not a network, um, PPO type of plan. So yes, you all can select any provider. Now, if you find a provider that will, you know, um, at least let you give them the policy number and our phone number they can call us to verify any additional, you know, eligibility or benefit information that they need, but there is not a list.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of providers. You may go anywhere. Mhm.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] I just needed to make sure that was it because I'm like she just she threw me for an entire loop so I said you know let me call and see is there a list or something so thank you so much thank you for answering that question for me.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Yes. Well, you, absolutely, you're very welcome. So is there anything else, [PII], that I can help you with today?
[CUSTOMER][NEUTRAL] No, ma.
[AGENT][POSITIVE] OK. Well, thank you again for calling APO and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Yes, ma'am. Thank you very much.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.