AccountId: 011433970860
ContactId: 66990520-2abb-4957-a21b-4bd0e2e62775
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218139 ms
Total Talk Time (AGENT): 89338 ms
Total Talk Time (CUSTOMER): 87092 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/66990520-2abb-4957-a21b-4bd0e2e62775_20250515T18:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I have a, I have a question. Uh, I, I have dental insurance through you guys and I just got it, and the dentist that I normally see is out of network for you guys and I was wondering what, like what my co-pay would be for that. I, I, I couldn't find it in any of the brochures. I was just trying to figure out.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do
[CUSTOMER][NEUTRAL] It is, are you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 02617195.
[AGENT][NEUTRAL] And can I verify your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And could you please give me your callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I just need two more pieces of information, your address and email address.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, let's see. Um.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Uh, let me pull up your policy and see what's covered.
[AGENT][NEUTRAL] OK, so Carrington is the network, but we'll still cover your, um, we'll, you can still see any dentist you like. There just won't be that discount involved if it's a Carrington provider. So on your policy, and this is not a guarantee of payment, it's a basic outline of your policy.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] The maximum we'll pay in a calendar year is 500.
[AGENT][NEUTRAL] Um, your preventative services, which is gonna be like your cleanings and exams, we're gonna pay 100% of.
[AGENT][NEUTRAL] And then you have coverage for X-rays and then basic expenses, which would be like filling that pays 80% after a $50 deductible.
[CUSTOMER][NEUTRAL] OK, so if I wanted to schedule just a, a, a cleaning, just a regular cleaning, um, even, even though they, they would like they would be out of network, it would still cover 100%.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, we'll, we'll cover 100% of, of the charges. Yes, so what's reasonable and customary. So meaning, as long as they're charging what's reasonable for a cleaning, we'll pay 100% of it.
[CUSTOMER][NEUTRAL] Yeah, I, that I, I called to schedule the cleaning and she was like, well, we're out, she said we're out of network with every insurance provider now, so she said, so you need to check with your insurance. So that's kind of, you know, you know that that's kind of why I'm asking that question because I, I didn't think anything about it. I thought that it was 100% covered, but, um, you know, she told me to double check with you guys, so.
[AGENT][NEUTRAL] Yeah, and then um I just give her if if if they if you give them our number they can call and we'll and verify, um, we'll verify what coverage you have and tell them that too, so.
[CUSTOMER][POSITIVE] OK, alright, I appreciate that thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] I don't think so. That'll be it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too. Goodbye.
[AGENT][POSITIVE] Thank you. Bye.