AccountId: 011433970860
ContactId: 48b6f228-5819-4087-86e6-dbd962146701
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359029 ms
Total Talk Time (AGENT): 203970 ms
Total Talk Time (CUSTOMER): 95956 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/48b6f228-5819-4087-86e6-dbd962146701_20250529T17:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I was just on the phone with an agent, um.
[CUSTOMER][NEUTRAL] I am trying to
[CUSTOMER][NEUTRAL] Uh, find a dental provider. The last agent told me that I had to let the, the.
[CUSTOMER][NEUTRAL] The place I'm going, uh.
[CUSTOMER][NEUTRAL] Let them know that it's something about keratin. Could you um.
[CUSTOMER][NEUTRAL] Could you tell me what that is again?
[AGENT][NEUTRAL] OK, so you're trying to locate a dental provider in your area, is that correct? And you, and you said that you've already spoken to someone here at APL today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] But you have additional questions?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I had got a little confused after I hung up and so I'm just calling back to verify so I can let the my provider know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir, I can help you and who am I speaking with again, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And Mr. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number?
[CUSTOMER][NEUTRAL] Um, give me one second, let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 025.
[CUSTOMER][NEUTRAL] 79
[CUSTOMER][NEUTRAL] 768.
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. Give me a moment to get your information pulled up. Once I do, I will have to verify several things with you for security and then also any information that is provided will be a verification of benefits and not a guarantee of payment. So first off,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, Mr. [PII], so I see that this um coverage that you have is through your employment with Steven Transport, is that correct?
[CUSTOMER][NEUTRAL] Um, yes, it is.
[AGENT][NEUTRAL] OK, so I believe there was a little bit of confusion and I apologize about that, Mr. [PII] on the call before. The network, um.
[AGENT][NEUTRAL] There is not a network with this specific plan that you have. This is not part of any network so that Carrington information really wasn't applicable to you, Mr. [PII]. So you would just need to you can choose any provider, OK, again this is not a network plan.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So you can contact any provider you typically just provide them with your APL information, your policy number, and our contact information, and most of the providers will call us to verify that you're eligible and to check any benefits, you know, that they may have questions regarding, but you can choose any provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, um, is.
[AGENT][NEUTRAL] So when you're calling, when you're calling the dentist to check, try and make an appointment, you would, if they ask you what type of, if, if it is a network plan, you would just tell them that it is not a network plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so how could I find a, because the last dentist I went to, um, they said that.
[CUSTOMER][NEUTRAL] Uh, the coverage, they don't think that with coverage.
[AGENT][NEUTRAL] OK, so there's, again, because there's not a network, you would just have to search for dental, you know, providers that are located near you in your area.
[AGENT][NEUTRAL] But there's not a list for us to provide you.
[CUSTOMER][NEUTRAL] Oh, OK, got you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, um, OK.
[AGENT][NEUTRAL] All right then.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Well, you're certainly very welcome. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that'd be it.
[AGENT][POSITIVE] OK, Mr. [PII], well then, thank you again for calling APL and I hope that you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] 01 more, um, um, so with the insurance, could you tell me how much is that, um, how much I'm covered for?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so on this plan that you have with us, your calendar, your maximum benefit for covered outpatients, I mean I'm sorry for covered services is $1500 and you do have a $50 calendar year deductible to be met.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can see that you have set up your profile too, Mr. [PII] in our portal in the online service center. So you can also access your policy information that gives you your benefits as well in the portal. You have access to your ID cards and your policy information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got you. All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][POSITIVE] All right, well, you're very welcome. So is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'd be it.
[AGENT][POSITIVE] OK, Mr. [PII]. Well, again, it was my pleasure in speaking to you and thank you for calling APL. Have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Bye-bye.