AccountId: 011433970860
ContactId: 24ac40d5-6c74-45de-ac78-dfb26c68016b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155419 ms
Total Talk Time (AGENT): 86679 ms
Total Talk Time (CUSTOMER): 52964 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/24ac40d5-6c74-45de-ac78-dfb26c68016b_20250203T22:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is, this is [PII]. And I just received the packet for a dental plan in the mail. And I was gonna see if you could help me or tell me who the providers are in my area.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure we could take a look at your dental policy and uh look at those providers um [PII] really quick if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] It's 12028.
[AGENT][NEUTRAL] Um, I think that's gonna be the group number. Uh, did you get a card by chance?
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Typically it would start with a 0 or a 2.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, this may be it 02579779.
[AGENT][POSITIVE] Perfect. Yeah, that sounds about right. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick, [PII]. 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] [PII]
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address that we've got on file for you. Uh, looks like it is a Yahoo account. It might be um [PII]'s.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] I think it's [PII] or yeah, [PII].
[AGENT][NEUTRAL] That's it, yes, thank you for verifying that. OK, so for this kind of policy, [PII], it does not have a set, uh, network, um, so not necessarily potentially any provider could take it. Um, it's not a part of a PPO. It pays a percentage of UCR. So what I recommend doing is simply finding a dentist that you'd like to go to in your area, give them a call, see if they accept APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If they have any questions they're not familiar with us, anything like that they are more than welcome to give us a call as well we talk to providers all the time and so we can kind of explain the plan to them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right then.
[AGENT][NEUTRAL] All right. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. That'll be it.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.