AccountId: 011433970860
ContactId: 4ceda423-218b-4c91-9e8b-73394b05a1cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421480 ms
Total Talk Time (AGENT): 214589 ms
Total Talk Time (CUSTOMER): 157780 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/4ceda423-218b-4c91-9e8b-73394b05a1cf_20250203T15:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII].
[CUSTOMER][NEUTRAL] I was just called by my dentist that you guys, uh, that you terminated the insurance agreement.
[AGENT][NEUTRAL] Well, I can check on that for you, Mr. [PII]. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Um, you don't need to check on it. I believe them. I was wondering if you could send me a list of new dentists close to my house.
[CUSTOMER][NEUTRAL] To my email.
[AGENT][NEUTRAL] What is your policy number so that I can look up that coverage?
[CUSTOMER][NEUTRAL] 02310638
[AGENT][NEUTRAL] All right, thank you, Mr. [PII]. And do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Now, actually, Mr. [PII], your policy does not participate in network.
[AGENT][NEUTRAL] You can go to any dental provider.
[AGENT][NEUTRAL] So there's nothing that we terminated with the dental provider.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] So I am not sure, and the reason, and you know the reason that we don't participate in a pro provider network is because you could be out on the road.
[CUSTOMER][NEUTRAL] God, this
[AGENT][NEUTRAL] And wherever location and they're not, may not be but one or two dentists there, you know, if you need assistance.
[AGENT][NEUTRAL] You know, and they
[CUSTOMER][NEUTRAL] I, I
[AGENT][NEUTRAL] You know, I don't know
[CUSTOMER][NEGATIVE] I just can't believe that the jurists is just such a nightmare.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Why would they say that then?
[AGENT][NEGATIVE] I have absolutely no clue.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] I mean, we don't participate in a network. You can go to any dental provider. I'll tell you what, did you?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] This this is
[CUSTOMER][NEGATIVE] This is just getting nuts.
[AGENT][NEUTRAL] Did you have an appointment with them?
[CUSTOMER][NEUTRAL] Yeah, on the [PII]. That's why I hold ass home.
[AGENT][NEUTRAL] Do you have their phone number?
[CUSTOMER][NEGATIVE] And now they're saying I have to pay out of pocket.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Do you have their phone number?
[CUSTOMER][NEUTRAL] Yeah, they just called me.
[AGENT][POSITIVE] Let's, let's do uh let me call them real quick for you. How about that?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let's see what's going on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me ask you, was this a, well, you've, you've satisfied your waiting period for the, I, I don't know. Let me give them a call. Do you mind holding on just a minute?
[CUSTOMER][NEUTRAL] Sure, that's fine.
[AGENT][POSITIVE] Alright, thank you. I'm gonna see what's going on for you. Hang on just a second.
[CUSTOMER][NEUTRAL] Presby Dental Center, this is [PII].
[AGENT][NEUTRAL] Hi, [PII]. I'm hoping you can help me. I am [PII] with [PII], an insurance company. I have a Mr. [PII] on the back line, and he's stating that service, uh, agreement was termed with your office.
[AGENT][NEUTRAL] And so he has an
[CUSTOMER][NEUTRAL] Uh, no, that's not what we told him. We told him that our insurance team had, we have a team that pulls insurance, and they told us that his plan was maxed out.
[AGENT][NEUTRAL] For [PII], he has not used any of his dental benefits.
[CUSTOMER][NEUTRAL] OK, well I was just going off what our team what our team told us, so he's, so he has his, his max for the year?
[AGENT][NEUTRAL] He does and do you need his information?
[CUSTOMER][NEUTRAL] No, we have it. I'll just reach out to them and let them know they have their inform.
[AGENT][NEUTRAL] OK, so you're, and I do have him on the line, so you're stating that the insurance team told, uh, advised that his benefits have been maxed out for [PII].
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK, and I, and, and, and I'm just, I'm giving you the information that he has not used any of his benefits for [PII], correct?
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, now what about his appointment on the [PII]?
[CUSTOMER][NEUTRAL] What about it?
[AGENT][NEUTRAL] And will he still be able to come in and
[CUSTOMER][POSITIVE] Of course, yeah, if you're saying that everything is good, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And what was your name, please, ma'am?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], of course.
[CUSTOMER][NEUTRAL] I also, um, will I have my, the doctor check my teeth, I guess, uh, uh, and get the X-rays.
[CUSTOMER][POSITIVE] Yeah if you wanna add it back on, definitely we can put that back on there we can do the exam. yeah I was trying to save money in order to get my teeth cleaned, OK. Yep, we can do that for you. OK.
[CUSTOMER][POSITIVE] Alrighty I appreciate both of your help. Yes.
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII], thank you for your assistance and Mr. [PII], if you don't mind hanging on the line.
[CUSTOMER][NEUTRAL] I will.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] So that was interesting.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00.
[AGENT][NEUTRAL] Now, I, I know, I.
[AGENT][NEUTRAL] Anyway, so I am checking for your benefits as well. Um, let me just take a quick look real quick. I wanna make sure that
[AGENT][NEUTRAL] Now, your profies are once every 6 months, that's your cleaning and your last clea[PII] was on [PII], so you should be good with.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] The months there, August, September, October, November, December, January, February, and that's on the [PII], right?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, so you should be good.
[CUSTOMER][NEUTRAL] I think so.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] But I'm glad I called because she was, they were notified by the insurance department.
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, everybody's up.
[CUSTOMER][NEGATIVE] Everything's getting screwed up in this country doing business. I just don't understand why we can't work together in, in [PII]. This happens to me quite often, and I've been living in this town like 30 years and it hasn't gotten any better. Yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Does it really?
[AGENT][POSITIVE] Oh my goodness.
[AGENT][POSITIVE] That is, see, I don't understand that either. We do have to start helping each other and working together and that's, that's why I wanted to make that call for you to see if we could just get up, go ahead and get that resolved.
[CUSTOMER][NEUTRAL] Weird. All righty.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][POSITIVE] It's my pleasure. Anything else I can help you with, Mr. [PII]?
[CUSTOMER][POSITIVE] No, you've been very helpful thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.