AccountId: 011433970860
ContactId: 3a09dc03-2b2b-4d0f-90e2-e639bc67a52b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242789 ms
Total Talk Time (AGENT): 103544 ms
Total Talk Time (CUSTOMER): 80069 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/3a09dc03-2b2b-4d0f-90e2-e639bc67a52b_20250320T22:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling just because I'm trying to see um where I can be seen for a dentist. Uh, however, they're asking me if my insurance is a PPO or HMO and I'm not 100% sure.
[AGENT][NEUTRAL] OK, let's take a look. Your plan probably follows a PPO network. I can check though. What's the policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The policy is 02598171.
[AGENT][NEUTRAL] Thank you. And can I get your first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and then [PII].
[AGENT][POSITIVE] Thank you, [PII]. And then if I can get your address and email, please.
[CUSTOMER][NEUTRAL] It's [PII] and email address is [PII].
[AGENT][POSITIVE] Thank you so much. OK.
[AGENT][NEUTRAL] OK, so you can let them know.
[AGENT][NEUTRAL] That your plan participates in the Carrington.
[AGENT][NEUTRAL] PPO network.
[AGENT][NEUTRAL] However, that a provider, yeah.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Trington BPO network.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, a provider within the network is not required for usage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if they have any other questions or concerns I guess regarding coverage you can let them know they can contact us directly and we can send them a breakdown of the benefits as far as like what is covered.
[CUSTOMER][NEUTRAL] Alright, am I able to know what is covered? Um
[CUSTOMER][NEUTRAL] Personally, like.
[AGENT][NEUTRAL] Yeah, so your plan covers preventative and basic. Preventative expenses are covered at 100%.
[AGENT][NEUTRAL] And basic expenses are covered at 80%. So we're gonna pay 80% of the cost, you'd be responsible for 20.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And does this include like if I needed braces or anything like that?
[AGENT][NEUTRAL] Orthodontics is not covered under your plan, so no, that would not be included.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Um, is there, OK, I just wasn't notified about this before.
[CUSTOMER][NEUTRAL] OK. Was there a way to get some type of coverage for that? Like, I don't know.
[CUSTOMER][NEUTRAL] Yeah, I don't know.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] You would need to contact your employer to see if they're offering a different plan.
[AGENT][NEUTRAL] Um, since that's who your plan is through as an employer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, they would have to let you know if you're eligible to switch plans, change plans, or if there, you know, any other plan types offered in your group.
[CUSTOMER][POSITIVE] OK. OK, sounds good.
[AGENT][NEUTRAL] All right. Anything else I can check on for you?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] All right. Bye-bye.