AccountId: 011433970860
ContactId: 3cf2d329-0251-4107-b52d-14790c5a47a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234880 ms
Total Talk Time (AGENT): 102736 ms
Total Talk Time (CUSTOMER): 106786 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/3cf2d329-0251-4107-b52d-14790c5a47a6_20250506T12:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I was calling and I just got my, um, my dental insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was, I was wondering, do y'all do, um, do y'all pay for out of service, auto insurance service network?
[AGENT][NEUTRAL] Um, most of our plans don't require that you be within a network, but I can happy to double check. Do you have your policy number?
[CUSTOMER][NEUTRAL] Cause, cause the dentist that I called, I'm going to, they said they not taking something they doing out of, out of service if, if my insurance pay for out of service insurance or something like that, that, and I can, I can still use my insurance for it, but she said I have to call first and see if uh.
[CUSTOMER][NEUTRAL] Pay for like out of network service insurance.
[AGENT][NEUTRAL] OK, yeah, let me take a look. What's the policy number?
[CUSTOMER][NEUTRAL] My policy number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Um, it's on the car.
[AGENT][NEUTRAL] Uh-huh. It should be on the card. It's, I believe it's a certificate number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, yeah, I see it. 026.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 192.
[CUSTOMER][NEUTRAL] 13.
[AGENT][NEUTRAL] OK, thank you. Let me take a look here.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] All right. And then for security, I need to verify your name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My birthday is [PII].
[AGENT][NEUTRAL] Thank you and then lastly I just need the address on file please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you so much. OK, so your plan does not require that you participate in a network. The plan does participate in a PPO network called Carrington. um, however, it's not required for you to use a provider within the network. So as long as they will accept the the plan, your dental coverage you can use anywhere.
[CUSTOMER][POSITIVE] OK, so it will cover, it will cover um network that network outside insurance, it will help me a little bit too.
[AGENT][NEUTRAL] Right, so your plan has preventative and preventative and basic coverage. So that's what it, that's basically what it will cover at any dentist, preventative.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, yeah, good, OK.
[AGENT][NEUTRAL] Is that 100%.
[AGENT][NEUTRAL] And then basic is at 80% of usual and customary fees, so what that means is that.
[CUSTOMER][NEUTRAL] Yeah, that is, yes.
[AGENT][NEUTRAL] Whatever they charge will cover 80% of it.
[CUSTOMER][POSITIVE] OK, thank you. Yo, you just, you just blessed me today. So, so her saying that I can say I can still set up appointment that her, her saying that ain't gonna matter. Her saying if, if my, if my, if my insurance take care uh out of network insurance, I can say yes and I can set an appointment.
[AGENT][NEUTRAL] Not a
[AGENT][NEUTRAL] Correct. You can tell them a network is not required and they can call to verify with us if they need to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Yes, but what is the best.