AccountId: 011433970860
ContactId: 24c7c599-f576-49dc-b977-90ae2cd1723a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251619 ms
Total Talk Time (AGENT): 78864 ms
Total Talk Time (CUSTOMER): 92652 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/24c7c599-f576-49dc-b977-90ae2cd1723a_20250602T15:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] speaking. I'm calling because I wanted to find like a local dentist office that's within the network.
[AGENT][NEUTRAL] OK, and I'm sorry, your name is again? the phone kind of cut out.
[CUSTOMER][NEUTRAL] Oh, no worries. Um my first name is [PII]
[AGENT][NEUTRAL] And Ms. [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] Um, I believe I do. Would it be on the, is it the EDI payer ID?
[AGENT][NEUTRAL] No, ma'am. On the card it should say policy number or policy slash cert number.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I start at 01 or 02.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't think I see that 01.
[AGENT][NEUTRAL] Uh, what's your last name?
[CUSTOMER][NEUTRAL] I don't think I
[CUSTOMER][NEUTRAL] My last name is [PII]. It's three words, so [PII]. So [PII]
[CUSTOMER][NEUTRAL] And then a separate word is [PII].
[CUSTOMER][NEUTRAL] And then the last word is [PII]
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Um, [PII], so [PII].
[AGENT][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I think I found it. And verify your date of birth, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, well, with your policy, where it's open to where we don't have a network of dental providers, you can go to any dental provider and present them with your card.
[AGENT][NEUTRAL] But we don't have like a network.
[CUSTOMER][NEUTRAL] Oh, OK, so I can just walk into any practice and give them my card?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, and then do you have any idea like how it works, like would I have to pay out of pocket and then like how do I get it like reimbursed or is it, do I just give them my card and they just know what to do?
[AGENT][NEUTRAL] Well, once you give them your card, um, and they would, what mostly happens is they will call our office so we can verify benefits and eligibility.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um we'll let them know where to submit the claim. They'll forward the claim to us, we process and any payable benefit probably go to them the benefits are assigned.
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][POSITIVE] Got it, but there's, so there's no risk of me walking into something where I have to like pay 100% of it out of pocket or something?
[AGENT][NEUTRAL] Um, I would say only for major services because your policy with us only covers for preventive or basic and there is a limit on how much is payable per calendar year.
[CUSTOMER][NEUTRAL] OK, yeah, no, I'm just looking for like a just like a cleaning I just like a regular dentist like check in.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK then I guess that sounds good then um thank you.
[AGENT][POSITIVE] Uh yes ma'am and thank you for calling APM Ms. [PII].
[CUSTOMER][POSITIVE] Yeah thank you have a great day bye bye.
[AGENT][NEUTRAL] You too. Bye.