AccountId: 011433970860
ContactId: 8a570c72-4006-4228-8ede-b52c6a5aa582
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266540 ms
Total Talk Time (AGENT): 170483 ms
Total Talk Time (CUSTOMER): 46129 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/8a570c72-4006-4228-8ede-b52c6a5aa582_20250217T16:05_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I was just trying to figure out what, um, who are the dentists that take your insurance in High Point.
[AGENT][NEUTRAL] I can certainly look that up. Certainly, absolutely, I can look that up. And I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] North [PII].
[CUSTOMER][NEUTRAL] Um, my name is [PII], but I'm under my dad's insurance 5 bar shoe.
[AGENT][NEUTRAL] OK. Do you have your father's policy number there?
[CUSTOMER][NEUTRAL] Yes, it's 02.
[CUSTOMER][NEUTRAL] 50
[CUSTOMER][NEUTRAL] 664-0.
[AGENT][NEUTRAL] Thank you. And if, uh if you could give me your date of birth and uh phone number, please? I'll just look this up.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Great, thank you. I appreciate that. Um, looks like your father's policy went into effect on [PII]. So what we have, um,
[AGENT][NEUTRAL] There, there isn't actually a, a, a list of dentists that we use. Um, there, you should be able to go to any uh provider, but we do have a list that you can check on our website.
[AGENT][NEUTRAL] And uh if you would like to do that, our website is [PII]. That's
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII] and when you get to that site it says uh workforce benefits that work for you and you click the, the, the you, it's in green and uh it says individuals. And if you go down to um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The very bottom part of that page, uh, it's um.
[AGENT][NEUTRAL] It tells you where you can have it's like individual resources and at the very, very bottom it looks like it's a a a a magnifying glass. It's on the right hand side and it says find a provider and I'm, I'm not able to find one for you, but you can do it on the website if you would like and of course you can go to any provider that you want to, but if you wanted to find one, we do have a list in your area, uh, and so you'll just go to that um uh website and it says find a provider.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] And using your zip code, you can find a provider within 50 miles of you. It's up to 50 miles I should say. Um, and so that's uh.
[AGENT][NEUTRAL] That is how you would be able to find one if you, if you don't already have a provider uh in mind.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and you tell me to go.
[CUSTOMER][NEUTRAL] Go all the way to the bottom, correct?
[AGENT][NEUTRAL] Yes, if you're, if you're there already, um, just go down to the very bottom and it's gonna be on the right-hand side.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I find a provider. I see it.
[AGENT][NEUTRAL] And then you'll put in your zip code, uh, and what you're wanting is just general dentistry. usually, you know, they'll ask you some pointed questions like, you know, do you want this type of dentistry? Do you want that type of dentistry? Um, usually just asking for the general dentistry is enough, um.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And that's really the only list because we don't have a provider list that we send you to uh you should be able to go to any uh provider in your area, but that's just if, if you, if you don't already have one in mind, um, that's just sort of as as a convenience for you if you wanted to look some of them up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] Now, if uh if they have any questions, we have a uh a list of uh codes and also information on where to send the claim, and we can fax that to them if, uh, you know, if uh they would like.
[AGENT][NEUTRAL] But otherwise, um, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can help with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well, just let us know if you need any, uh, if you need any help, but um otherwise, uh thank you for contacting UTL. You have a very good morning.