AccountId: 011433970860
ContactId: 4daee01d-b581-43d2-a569-fff77d04d004
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362260 ms
Total Talk Time (AGENT): 157629 ms
Total Talk Time (CUSTOMER): 137987 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/4daee01d-b581-43d2-a569-fff77d04d004_20250618T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII], and I'm on the insurance with my husband, [PII]. I was wanting to see if I can get a list of providers for dentist, for the dentist's office visit.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I can get you a list. Do you by chance have your policy number? Do we need to look it up?
[CUSTOMER][NEUTRAL] Yes, I have the number. The policy number is 02.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 46
[CUSTOMER][NEUTRAL] 52
[CUSTOMER][NEUTRAL] 40.
[AGENT][NEUTRAL] Alright, thank you so much. And then [PII], if you'll just verify with me please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And then did you want me, do you need just a general dentist in your area?
[CUSTOMER][NEUTRAL] Well, can I tell you the one that um that I got the information on cause they said that um they may or may not take this insurance.
[CUSTOMER][NEUTRAL] Um, it's called the dental care in [PII].
[AGENT][NEUTRAL] The dental care is what it's called?
[CUSTOMER][NEUTRAL] And the, the
[CUSTOMER][NEUTRAL] The dental care.
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] And the name that they said is listed on is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me just do a search and see.
[AGENT][NEUTRAL] Um, should I search by city and state or should I search by zip code? Because I can't search by.
[CUSTOMER][NEUTRAL] Um, you could do city and city and state.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I mean, I have both [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see what we get here.
[AGENT][NEUTRAL] OK. So, the dental center of [PII] does come up um as a listed provider. There are two different doctors at that office. It looks like the [PII] and then there's also a [PII]. So you should be able to go there and use your, your plan with no issue.
[CUSTOMER][NEUTRAL] So it is, it is something.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] See, OK. Is there any way that we can get that in email because when I showed her the insurance card, you just left up there, she said she wasn't sure if uh they take our provider ABL.
[AGENT][NEUTRAL] Um, I can send you this list of providers and then if they need to, I mean they can always call us and double check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. True, true. Yeah, if you'll send me the list also.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, not a problem. What's.
[CUSTOMER][NEGATIVE] Cause she could have made an appointment while we were up there. I don't know why.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's your, what's your email address?
[CUSTOMER][NEUTRAL] Do you need my husband's email or you need mine?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I can send it to the one on the policy if you want me to. It's [PII] or you can give me yours, whatever is easiest.
[CUSTOMER][NEUTRAL] Um, you can get out, yeah, that's, that's correct, but I'll give you mine also. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, Mrs. [PII], so I'll send this to your email and then I'll send it to his just in case so you have it. Um, but yeah, if they have any questions or concerns about like um your eligibility or how it's paid or claims, they can give us a call and we're happy to answer any questions.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so what is the um
[CUSTOMER][NEUTRAL] What's it called um.
[CUSTOMER][NEUTRAL] Co-pay, yeah, co-pay. What is our co-pay? Is it cause it's not on the card.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] For like a cleaning cause they have this comprehension exam is included with the cleaning cause she's in a different location.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] So, any sort of preventative expense, like any sort of preventative care, meaning going for your dental cleaning, just regular like X-rays, things of that nature, all of that's covered at 100%. So, you shouldn't have to pay if anything, for any sort of preventative care.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, your plan covers basic expenses at 80%, meaning we cover 80%, you would be responsible for the rest, and then major expenses are covered at 40%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that's like oral surgery, things like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you have any other questions or concerns?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I think you answered it and you said you sent the email, so I think that's that's good enough. I appreciate it.
[AGENT][POSITIVE] Yeah, you're welcome. If there's anything else, feel free to give us a call OK?
[CUSTOMER][POSITIVE] Yes, yes ma'am thank you bye bye.
[AGENT][NEUTRAL] Uh-huh, bye-bye.