AccountId: 011433970860
ContactId: 89158278-fa79-4f88-92ae-e40db13d5f5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 826809 ms
Total Talk Time (AGENT): 365432 ms
Total Talk Time (CUSTOMER): 296033 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/89158278-fa79-4f88-92ae-e40db13d5f5b_20250206T13:31_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh man, this is [PII]. I was calling because everywhere that I have been going to the dentist's office, they said that um my insurance is not accepted, so I wanna know, is there any way or any, is it possible you can give me like something in the area that do offer what do take on my insurance?
[AGENT][POSITIVE] It would be my pleasure to assist you, Mr. [PII]. Do you have your APL policy certificate number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, what would that be on the card? Oh, OK, I see it's 02.
[CUSTOMER][NEUTRAL] 493-923
[AGENT][POSITIVE] Thank you. And
[AGENT][NEUTRAL] Can you verify your date of birth and current mailing address, please, sir?
[CUSTOMER][NEUTRAL] Um [PII] and my address is [PII] That's [PII].
[AGENT][POSITIVE] Alright, thank you and what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and then finally, do you mind verifying your Yahoo email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] All right. Thank you, Mr. [PII].
[AGENT][NEUTRAL] Now, with your policy, it does participate in the Carrington PPO network.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But it is a network participation is not required.
[AGENT][NEUTRAL] So you should be able, what have they told you when
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They were just like they're not in a network so they with them with with y'all so I guess they're saying that is not accepted.
[AGENT][NEUTRAL] Because we pay both in and out of network benefits, that's the reason I'm asking.
[CUSTOMER][NEUTRAL] So what I am I the it shows that I have, what I am I qualify for that like a cleaning or like what type of work or anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your policy covers cleanings, X-rays, uh, it covers
[AGENT][NEUTRAL] I'm trying to look up providers that are listed under the Carrington.
[AGENT][NEUTRAL] Network for you. Um, it covers
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] A simple extraction. It covers your extensive X-rays. It's called an FMX or a panoramic X-ray.
[AGENT][NEUTRAL] Um, covers.
[AGENT][NEUTRAL] It's, it's a limited policy. Now it's not gonna cover your major services such as your um
[AGENT][NEGATIVE] Root canal, oral surgery, your endedonic information, uh, I'm sorry, your endedonic services, it would not cover.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Those type of services, but it does cover your cleanings, X-rays, basic procedures.
[AGENT][NEUTRAL] Um, I'm looking in your area using your, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Mhm they I.
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] I didn't mean to interrupt you.
[CUSTOMER][NEUTRAL] No, you're fine. I didn't hear you. My phone had went out.
[AGENT][NEUTRAL] Oh, OK. So I've pulled up several providers in your area using your zip code. They're about 16 miles away. There is a dental group called Saluda Dental Group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For general dentistry, and they participate in the Carrington PPO network.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They're at uh on [PII]. Do you know where that is? [PII]?
[CUSTOMER][NEUTRAL] No, um, I'm, let me see if I can look it up really quickly.
[AGENT][NEUTRAL] I can give you the address. And I know you're driving. I can.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, I am.
[AGENT][NEUTRAL] I'll tell you what, um, I've got a phone number we can call and see if they.
[AGENT][NEUTRAL] Accept this information or you wanna look and see where it is first?
[CUSTOMER][NEUTRAL] Um, yeah, you, that's fine, we can give them a call.
[AGENT][NEUTRAL] Alright, if you'll hold just one moment, I'm gonna get them on the line and give them your policy information.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And see if if they would.
[AGENT][NEUTRAL] And, and I'll do it 3 way that way if you can set up an appointment or do we need to look and see where they are first?
[CUSTOMER][NEGATIVE] No, 16 miles, that's not fine. That, well, that's, that's fine. I didn't care because the, the place I was looking at was Docked the walls and Vor [PII].
[CUSTOMER][NEUTRAL] Did they, did they come up on it, um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, did they come up?
[AGENT][NEUTRAL] I'm looking
[CUSTOMER][NEUTRAL] With
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I don't see a [PII] listed.
[AGENT][NEUTRAL] And right, right now, we're about 30 miles. I'm going out about 30 miles away. So if you were looking at him, I'm pretty sure he was close to you, wasn't he?
[CUSTOMER][NEUTRAL] Yeah, it's um.
[CUSTOMER][NEUTRAL] Yeah, she, yeah, it's, yeah, it's a lady, she would be close because that's like what, uh, base for Levi, so they wouldn't, they wouldn't be that far.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I, I would.
[AGENT][NEUTRAL] And this dentist is in.
[AGENT][NEUTRAL] Uh, Saluda, The Saluda Dental Group. Do you know where Saluda is?
[CUSTOMER][NEUTRAL] Mm yes ma'am.
[AGENT][NEUTRAL] Is that too far?
[AGENT][NEUTRAL] Now, if you would
[CUSTOMER][NEUTRAL] Yeah, I know where they located at.
[AGENT][NEUTRAL] Is that a good location for you?
[CUSTOMER][POSITIVE] Yes ma'am, that'll be fine because I think that's the only closest one, yeah.
[AGENT][NEUTRAL] OK, because the only other option is I can call the office for [PII] [PII] and tell them that we pay both in and out of network benefits and see if they'll make an appointment for you. We can do that also. I don't mind helping you any way I can.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much. Well, I can't actually add her on the call because I actually was on the phone with her before I actually gave you a call.
[AGENT][NEUTRAL] If you want to do that, that would be fine. Just tell them you've got your insurance on the line and we'd like to talk to you, to them.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, alright, I will give me one second.
[AGENT][NEUTRAL] You wanna try that first? Let's try that first if that one's closer.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll hold.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] So she's the um APL.
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hey, how are you doing this morning? My name is [PII] with APL. Can I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Mr. [PII] called regarding his um policy stating that y'all were not in the network with his dental plan.
[AGENT][NEUTRAL] This dental plan does participate in the Carrington PPO network, but it's not required. Network participation is not required for benefits. We pay both in and out of network benefits.
[CUSTOMER][NEUTRAL] OK, and this is for dental correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so is there any way you can send me like a fax, um, which is like the address to send mhm.
[AGENT][NEUTRAL] I'm already getting a
[AGENT][NEUTRAL] Well, actually, what I can send you is a breakdown fax. It has his policy information, including our billing information. It'll have his policy number and frequencies and limitations.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do you have also a payer ID?
[AGENT][NEUTRAL] I can fax it to you.
[AGENT][NEUTRAL] Pay your ideas on there, but I can give that to you as well over the phone if you'd like.
[CUSTOMER][POSITIVE] Yes ma'am please.
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][POSITIVE] Got you 60801 and I can give you our fax number whenever you're ready.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm ready, [PII]. What's that fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And just to verify that fax number, I am sending this to [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is on the way for you, [PII].
[AGENT][NEUTRAL] Do you, will you be able to?
[CUSTOMER][NEUTRAL] OK, well, yeah, then that should be it then.
[AGENT][NEUTRAL] Will you be able to make an appointment for Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] Perfect, thank you so much. Do y'all wanna go ahead and make that appointment or?
[CUSTOMER][NEUTRAL] Yep I can um talk to him if.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's what you guys wanna do. I'm, I'm still here. OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So let's see, so you say you were off on you couldn't get on come in Monday, is that right?
[CUSTOMER][NEUTRAL] If I can, it would have to be any time after [PII].
[CUSTOMER][NEUTRAL] OK, the late because the lates when I have it's at [PII], um, let me see what other day.
[CUSTOMER][NEUTRAL] I have [PII]. It's at [PII] in the morning.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Or what other day do you think you have in mind?
[CUSTOMER][NEUTRAL] You said the [PII]? Oh.
[CUSTOMER][NEUTRAL] [PII] uh.
[CUSTOMER][NEUTRAL] I probably can try. You say you, you got an appointment at [PII] what Monday? No, it's um oh Monday let me see, [PII] it's at [PII].
[CUSTOMER][NEGATIVE] At [PII] mm no that does not work.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Because I start a new position when they're working 7 to 3 so I don't know how they would.
[CUSTOMER][NEUTRAL] So you want me to try to find like a [PII]? Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the 1st [PII] I have would be [PII].
[CUSTOMER][NEUTRAL] OK, that's fine. OK, we'll do that then and then um once I get the insurance um from her then I can scan all that stuff in.
[CUSTOMER][POSITIVE] OK, alright, sounds good so we're good then.
[CUSTOMER][POSITIVE] OK, thank you. Alright, you're welcome.
[AGENT][POSITIVE] That's a good. Thank you so much, Mr. [PII] if you'll stay on the line.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, you there?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so good. I'm glad sometimes they just need to call us to verify the information so if you ever have any problems and just tell them that the policy does participate in the network, but network participation is not required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, cause I was wondering because I also had went to the dentist, was it Monday? It was Monday cause I actually have um braces on my teeth as well, and they said I didn't cover that, so I know I have to pay for that out of my pocket.
[AGENT][NEUTRAL] That's right. Now we also have a portal if you're ever interested. It should be on your card. It's at [PII] and you can click on your policy number and view your policy benefits. That's for your dental, and you also have a life policy with us also.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, I didn't know that.
[AGENT][NEUTRAL] So you can view those benefits as well.
[CUSTOMER][NEUTRAL] I, I would get
[CUSTOMER][NEUTRAL] Yeah, yeah, I guess I will, um, I see on the back of the card now I'm looking at it.
[CUSTOMER][POSITIVE] And I can go and do that.
[AGENT][POSITIVE] And I'm glad that they accepted.
[AGENT][POSITIVE] The insurance, they just, they didn't know and they didn't take time to call and I apologize. I'm sorry about that.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][POSITIVE] Yeah, that's fine. Thank you so much cause I was like, oh my God, nobody else gonna wanna accept it, so it's just like, and I really wanna get my teeth cleaned, so I was like I was stressed about it.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Yeah, and you're like
[AGENT][NEGATIVE] Yeah, and you're like, well, who's, if nobody's gonna take it, what am I gonna do with this? That's what I would think.
[CUSTOMER][NEGATIVE] Yes, and I was thinking I was like, oh my God, I've been wasting my money the whole time and don't nobody wanna accept my insurance card.
[AGENT][POSITIVE] Yeah, well, if you ever have any problems, you give us a call, you know.
[CUSTOMER][NEUTRAL] I was talking to.
[CUSTOMER][POSITIVE] I know, thank you so much. You're so very, very helpful. Thank you.
[AGENT][POSITIVE] It's been my pleasure, Mr. [PII], and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye bye.