AccountId: 011433970860
ContactId: 5e52b21b-99d3-4ee4-956c-aafa4e136604
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158110 ms
Total Talk Time (AGENT): 47492 ms
Total Talk Time (CUSTOMER): 68395 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/5e52b21b-99d3-4ee4-956c-aafa4e136604_20250403T17:56_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, ma'am. Um, my son has coverage for dental through his father.
[CUSTOMER][NEUTRAL] Um, his father is the insured and um he has the employee and child coverage I guess. So we're wanting to get some dental work going and I just wanted to know like how does it work? Is there a certain like group of in-network dentists we need to choose from or like how, how do we start?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the policy number for the, uh, plan?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It is 227-7434.
[AGENT][NEUTRAL] OK, do you have your son's date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see, I don't think there's a network. Let me double check.
[AGENT][NEUTRAL] So you could go anywhere you wanted, but let me double check real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, you can see any dentist you like um and then let me pull up the policy and I'll tell you how it processes. It's not a guarantee of payment it's a basic outline.
[CUSTOMER][NEUTRAL] So I would just need to.
[CUSTOMER][NEUTRAL] What I just need to check with that particular dentist that we take to just confirm they take that insurance or everybody should accept it?
[AGENT][NEUTRAL] Yeah, everyone should accept it, um, cause like I said, you can see any dentist you like.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll just wanna make sure you present the information to the dentist, um, give them that policy number, and then they should be able to call and verify the benefits that are on this plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And did you need the other information?
[CUSTOMER][NEUTRAL] Um, no, not really. Um, I have like the paperwork which shows like what type of procedures and how much is covered and all that good stuff. So, uh, we really just gotta, I guess, I just kinda wanted a starting point, so I think we're OK now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, uh thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you likewise.
[AGENT][NEUTRAL] Bye.