AccountId: 011433970860
ContactId: 563b4e73-d644-42ac-8571-d540220d831d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298649 ms
Total Talk Time (AGENT): 127888 ms
Total Talk Time (CUSTOMER): 127040 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/563b4e73-d644-42ac-8571-d540220d831d_20250314T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I, I'm calling because uh I've.
[CUSTOMER][NEUTRAL] Try to make an appointment to a couple dentist's office and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, they said they don't, don't cover it.
[CUSTOMER][NEUTRAL] They um, they don't take this insurance, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Apparently, I thought I was covering most places, but I'm not, so can you tell me where I can go?
[AGENT][NEUTRAL] Sure I can get your policy pulled up uh and we'll take a look at those uh networks, um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] Policy number is 02566046.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and then honey, just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, I've got a different address, uh, here for you. I've got one in, uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, does that need to be updated?
[AGENT][NEUTRAL] Honey, does that need to be updated? Do I need to change that?
[CUSTOMER][NEUTRAL] I mean, either way, uh, they're both my actresses.
[AGENT][NEUTRAL] OK, that's perfectly fine. All right, um, the last thing I need is the email address we've got on file for you. uh, looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] My email is uh [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying all of that information, honey. OK, so yes, this policy does not have, I'm sorry?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Give me one second. Yeah, it's not, it's not gonna pick up any speed because, you know, we, oh, it went down. I see where it was, but I, I was, we had a gauge in my computer.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, you're taking an hour. Oh.
[CUSTOMER][NEUTRAL] to see if it was OK, yeah, I've been going in and out of the truck.
[CUSTOMER][NEUTRAL] Right, I'm sorry, go ahead.
[AGENT][NEUTRAL] You are perfectly fine so yes uh you were right this policy does not have a set network you could potentially take it anywhere now what I would recommend if any providers uh they say they don't accept it or maybe they've not heard of APL, you can have them give us a call and we can explain the policy to them and hopefully alleviate some confusion.
[CUSTOMER][NEUTRAL] Yeah, I, I did that last time when the uh the office reached out to you guys and they said it was, uh, some type of, uh, they, they, they, I don't know what kind of policy it is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is just your dental.
[CUSTOMER][NEUTRAL] But uh they said, oh, this is the.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, I know, I know it's a dental policy, but uh the office that I went to, whoever they spoke to with on your end, they explained that it was like uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Company policy whatever and you know that's when it was like oh you should just call the insurance and ask them where can you go because.
[AGENT][NEUTRAL] Oh my goodness I'm sorry to make you do all that um so there's not a set network again it's not like a list of providers that would accept APL because technically this policy you know you can use it anywhere it would unfortunately be up to the provider ultimately whether or not they choose to follow those.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Claims for you worst come the worst you can always file the claims with us if there's somewhere that you really do want to go and they won't file the claims for you you can still do that. I do recommend though trying to call around more uh to see if you can find someone that would do that for you just so that you wouldn't have to mess with it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'll try, uh, I guess another spot.
[AGENT][POSITIVE] All right, sorry about the confusion.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you. Bye bye.