AccountId: 011433970860
ContactId: 54fd6766-812e-442c-982b-57f1eeeb1e54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541400 ms
Total Talk Time (AGENT): 213355 ms
Total Talk Time (CUSTOMER): 219105 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/54fd6766-812e-442c-982b-57f1eeeb1e54_20250307T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, good afternoon. My name is [PII]. Um, I was calling because I was really trying to figure out how to, how do I, uh, how do I find where I get like uh a dentist office that, that I use that I take my, uh, insurance.
[AGENT][NEUTRAL] OK, [PII], I can help you um by the provider. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] My policy number is 02475736.
[AGENT][NEUTRAL] OK, let me look your policy up real quick, sir.
[CUSTOMER][NEGATIVE] Yeah, your phone, your phone is breaking up a little bit.
[CUSTOMER][NEUTRAL] It's, it's not really.
[AGENT][POSITIVE] Mm. I'm sorry about that. Let me see if I can adjust it.
[CUSTOMER][POSITIVE] OK, yeah, it, it sounds better now. I can hear, yeah, I can hear you now.
[AGENT][NEUTRAL] OK. Good deal. All right, [PII]. Can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. My birthday is [PII].
[AGENT][NEUTRAL] Thank you and then can you verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, my address is uh [PII].
[CUSTOMER][NEUTRAL] And he said, what else now?
[AGENT][NEUTRAL] Your email address and phone number.
[CUSTOMER][NEUTRAL] My address and what else?
[CUSTOMER][NEUTRAL] OK, and my email is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now the phone number you gave me, is that a good callback number if we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. Alright, I'm gonna refer you to our website. Are you where you can write that down?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I just put in my notes on my phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once you go in there in the top right hand corner you'll see the little magnifying glass to search you're gonna type in provider.
[CUSTOMER][NEUTRAL] Alright, I'm, I'm on the site now. Let me see.
[AGENT][NEUTRAL] OK and then once you once it takes you to the next page you're gonna click on provider resources.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Alright, so for my screen right now, I'm not seeing the search option.
[CUSTOMER][NEUTRAL] Um, I put my password and log in in or whatever.
[CUSTOMER][NEUTRAL] And all that's coming up is showing, it's showing me my different coverages. I got my group accident, group critical illness, group hospital indemnity.
[CUSTOMER][NEUTRAL] Group voluntary then uh group voluntary term life.
[AGENT][NEGATIVE] Right, you're in the wrong, you're in the wrong one. You need to go to um [PII].
[CUSTOMER][NEUTRAL] But it's not so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'm like, OK, search, OK, I see it now. It says search site like providers that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then the next option you're gonna choose is provider resources.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And then you're gonna choose search for provider.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll just put in your zip code. You're welcome. You put in your zip code and it'll pull all the providers in your area.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] What type of food are you looking for?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, yeah, I see where it says I need to put my, my CD in.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Yeah, I was having trouble trying to figure this out for the last couple of days. I had went to the website on the back of the card, but I just could not for the life of me figure out um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] How to uh get to this point.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So that should be it, right?
[AGENT][NEUTRAL] Yes sir, that's it.
[AGENT][NEUTRAL] Is there anything else I can help you with before we go, [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, so is there a co-pay or how, how, how does filing a claim work actually?
[AGENT][POSITIVE] OK, I am going to go back to your policy and we're gonna give you some benefit information.
[AGENT][NEUTRAL] And it's just to verify your benefits, it's not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, let's look real quick.
[AGENT][NEUTRAL] It's gonna be just a second while the computer turns it in.
[CUSTOMER][NEUTRAL] It's
[AGENT][POSITIVE] All right, it's pulling up for me now. It's just taking its sweet time. I'm sorry.
[CUSTOMER][NEUTRAL] Are you fine? I'm, I'm looking at the dentists out here.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, you have um a $500 maximum per calendar year.
[AGENT][NEUTRAL] And you have a deductible of $50.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] So, this, this, with, with 500 is $500 a lot for them or is that like?
[CUSTOMER][NEGATIVE] Not so much.
[AGENT][NEUTRAL] Well, it, it all depends on what they do now on your deductible.
[AGENT][NEUTRAL] The deductible does not apply to preventative services and your preventative services, um, like cleanings and things like that are covered 100%.
[CUSTOMER][NEGATIVE] OK. So like, cause see the problem is I have a tooth that it that it broke off but the root is still there and it's starting to cause me problems.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like the root is still in my gum, but the whole top part of the tooth is gone. Like it's just one tooth in the back of my mouth and I don't know if I know exactly what they're gonna have to do to to fix that or get it out so I'm.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I'm really just trying to figure out exactly how much this is gonna cost me out of pocket.
[AGENT][NEUTRAL] Right, I understand, and I'm not sure what they would do either because we're not the dental office or the medical office to be able to, but um if they need to call and verify your benefits with them, we have a fax that we can send them that shows um for each procedure that they do what your policy pays.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um last question, is there any way that I could see some kind of reviews on these uh dentists right here in this list cause like I
[AGENT][NEUTRAL] Right, if you, um,
[CUSTOMER][NEUTRAL] It's been a long time since I've been to the business and I don't really want to just go to.
[CUSTOMER][NEUTRAL] Anybody, you know.
[AGENT][NEUTRAL] Correct, I understand. So if you see a dentist in there that you would like to use, I would just Google that dentist's name and see if there's any reviews on them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was just wondering because I didn't know if there was a way to access that information through the through the website.
[AGENT][NEUTRAL] No, sir. You would have to Google it and search and do your research on the dentist to see, you know,
[AGENT][NEUTRAL] What kind of reviews they have.
[AGENT][NEUTRAL] But all of those dentists in your area do take your insurance.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK. Well, thank you so much for your assistance. I think, I think that'll be it for today.
[AGENT][POSITIVE] OK. Well, [PII], I hope you have a wonderful weekend. We certainly appreciate you calling APL and I hope your tooth gets better.
[CUSTOMER][NEUTRAL] Not I.
[CUSTOMER][POSITIVE] Alright, thank you so much. You have a wonderful day.
[AGENT][POSITIVE] You too, sir. Bye-bye and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am