AccountId: 011433970860
ContactId: 1c19f83c-8a91-4746-b37e-2c727dd6adf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249089 ms
Total Talk Time (AGENT): 138790 ms
Total Talk Time (CUSTOMER): 71326 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1c19f83c-8a91-4746-b37e-2c727dd6adf5_20250617T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was trying to find a dental provider so I can go see a dentist.
[AGENT][NEUTRAL] OK, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] Uh, I don't have that with me right now. They, I called the.
[CUSTOMER][NEUTRAL] The main company and they said um
[CUSTOMER][NEGATIVE] That my benefits just went through um yesterday and they still haven't generated a policy number or something like that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I should be getting one in a couple of days?
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Who is your employer?
[CUSTOMER][NEUTRAL] Um, Cornerstone Staffing is the staffing agency.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we don't do um for those policies we don't do in and out of network um you will go based off of, I believe it's a fee schedule um and so just let them know it's, it's, it's a set amount so um you'll just let them know whenever you do get your policy.
[AGENT][NEUTRAL] That we don't do in and out of network, we honor, um, we honor the payments as long as it's a covered service, um.
[AGENT][NEUTRAL] So we don't do in and out of networks.
[CUSTOMER][NEUTRAL] Alright, what does that mean? I'm not too familiar with in and out of network.
[AGENT][NEUTRAL] So if your um dental provider says that they're within a certain network they might ask you if we're in network or if you know that we're in network with them um and you'll just say that we don't do in and out of network and you can give them your policy number and ask them to.
[AGENT][NEUTRAL] Verify eligibility with us before you, uh, before you get seen. We'll typically send your dentist.
[AGENT][NEUTRAL] I, um, a fact of all of the benefits that you are allotted based off of your dental insurance.
[AGENT][NEUTRAL] And what services are covered and how much we'll pay towards those services. Um, sometimes if you have uh dental insurance that does in and out of network, they might, uh, in and out of network just means that you participate in a network. Sorry, I have the hiccups that you participate in a network plan.
[CUSTOMER][NEUTRAL] Oh that's fine.
[AGENT][NEUTRAL] So say that you had a network yeah it just means that they pay a different amount for in and out of network but since we don't qu since we don't require um networks um we pay a set amount regardless.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so, so basically, um, I don't know, tell me if I'm wrong, but I just go to any dentist and then see if I'm covered like.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Is is that
[AGENT][NEUTRAL] Right, so you can give them your card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give them your card, um, and any other information that they ask.
[CUSTOMER][NEUTRAL] Uh, and then, and then they'll check to see if I'm covered.
[AGENT][POSITIVE] Yes, and if you want you can even request that they ask um to verify eligibility with us ahead of time.
[AGENT][NEUTRAL] Um, because, because some dentists haven't heard of us, so it's, it's nice to just ask them if, if they can verify, um, eligibility ahead of time, and they can give us a call.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Alright, so I just got away from my cars then, huh, so I have the policy number and everything.
[AGENT][NEUTRAL] Yeah, we'll need to look for your policy number first.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, that was it. I was just trying to get an appointment to see the dentist, but I guess I still have to wait a little bit.
[AGENT][NEUTRAL] Yeah, you'll want that policy number.
[CUSTOMER][POSITIVE] Alright alright thank you have a good day.
[AGENT][POSITIVE] You're welcome thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye.