AccountId: 011433970860
ContactId: 8b5d554a-34dd-4e7d-b894-65759889679f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 608880 ms
Total Talk Time (AGENT): 219515 ms
Total Talk Time (CUSTOMER): 248895 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/8b5d554a-34dd-4e7d-b894-65759889679f_20250512T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How you doing sir? Listen, I have a question. I just, uh, got my insurance card through APL for dental.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, uh, uh, like a year ago, uh, I'm OK, I'm gonna give you the background. I'm [PII] old. I haven't had insurance for like 20 years, so, um.
[CUSTOMER][NEGATIVE] I got a job that's offering me this insurance and I got it and now I'm trying to take advantage of it. Last year I went to uh an orthodontist because I have a permanent upper retainer and a permanent lower retainer and I had to pay out of pocket because I didn't have insurance. It was like 300 to $400.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So now that I got my insurance through APL, uh, uh.
[CUSTOMER][NEUTRAL] I'm trying to find out if that doctor that I went to accepts APL insurance, and when I called them.
[CUSTOMER][NEUTRAL] They told me I have to call you. I mean that I have to call.
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEGATIVE] Like they can't tell me if they accept the insurance or not, and to me that's confusing.
[AGENT][NEUTRAL] OK. Do you have your policy number? I can take a look at it?
[CUSTOMER][NEUTRAL] But there
[CUSTOMER][NEUTRAL] OK, uh, is it the policy certificate number?
[AGENT][NEUTRAL] Mhm. Correct, yeah.
[CUSTOMER][NEUTRAL] Because there's there's, yeah, OK, it's uh 02.
[CUSTOMER][NEUTRAL] 6,129,800
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] And then there's a pay
[AGENT][NEUTRAL] I just need to verify, please, your date of birth and address.
[CUSTOMER][NEUTRAL] OK, it's [PII]. My address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then at the right top side of the uh card is a payer ID number. I don't know if that helps or not.
[AGENT][NEUTRAL] Oh yeah, I don't, yeah, I, I've got your policy pulled up here. Let me just
[AGENT][NEUTRAL] OK. Do you know if the provider that you went to see, were they a um general dentist or they were an orthodontist or?
[CUSTOMER][NEUTRAL] They were an ortho they were, they do both, they do everything there. There's an orthodontist there, there's a dentist there. They do braces, uh, denture, and they do surgery.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I can do a search to see if this provider is maybe listed in the network. Your policy itself participates in a PPO network, but it's not required that.
[AGENT][NEUTRAL] The provider be within the network to use your plan.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I have a PPO, not an HMO, correct?
[AGENT][POSITIVE] Correct, the plan.
[CUSTOMER][NEUTRAL] Or HH
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] Because I'm learning all this terminology like I said, I haven't had insurance for so, you know, I've heard PPO before and then I heard the other one that.
[CUSTOMER][NEUTRAL] I don't know if it's HMO or HHO or whatever. There's another one.
[CUSTOMER][NEUTRAL] So I'm a PPO correct?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Now, you, I will let you know that your dental plan itself doesn't have orthodontic treatment.
[CUSTOMER][NEUTRAL] And now is there a way I can upgrade that?
[AGENT][NEUTRAL] That would be a question for your your employer to know if they offer any other different plans.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, they may only offer this one plan with APL.
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] So that would be a question that you would want to ask them.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Um, what is the name of the provider or the office? Do you have that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, yes, it's Potomac, uh, dentist, let me see.
[CUSTOMER][NEUTRAL] It's, it's only, um, yeah.
[CUSTOMER][NEUTRAL] Potomac Dentistry in [PII].
[CUSTOMER][NEUTRAL] Yeah, it's called uh Potomac Dental Center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I don't see Potomac Dental listed on here.
[AGENT][NEUTRAL] Um, there's a pine dentistry, and Aspen Dental.
[CUSTOMER][NEUTRAL] I'm not asking
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] However, um, again, [PII], like you, go ahead.
[CUSTOMER][NEUTRAL] Yeah, it's called.
[CUSTOMER][NEUTRAL] It's called Potomac's uh.
[CUSTOMER][NEUTRAL] Potomac Dental care, that's what it's called. I mean, so I mean it doesn't show up on your thing because you don't cover it, right?
[AGENT][NEUTRAL] Well, yeah, it doesn't show up as a list as far as a dental provider within, you know, the particular network. Um, again, it's not required that you use somebody in within the network to use the dental policy, you can, um, but it's also up to the provider whether or not they'll accept the insurance, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] I mean, so you guys can't provide me with uh a dentist.
[CUSTOMER][NEUTRAL] Accept your insurance there's no list I can go to or I have to go to oh OK.
[AGENT][POSITIVE] Yeah, yeah, I can give you a list.
[AGENT][POSITIVE] Yeah, I can give you a list. I can give you the website I can whatever works best for you.
[CUSTOMER][NEUTRAL] Or, or just
[CUSTOMER][NEUTRAL] Yeah, OK, I mean if that's not gonna work I'll I'll do it that way. I just need to take advantage of the insurance.
[CUSTOMER][NEUTRAL] Because I, I need my, you know, my cheese sticks, so.
[AGENT][NEUTRAL] OK, so did you want me to email you a list or just give you the website where to locate it?
[CUSTOMER][NEUTRAL] Uh, uh
[CUSTOMER][NEUTRAL] Which is more convenient like if it's if I go to the website and I, they ask me for my uh zip code or area code and I put that in and they will give me the nearest dentist near me is that how that works?
[AGENT][POSITIVE] Yeah, absolutely. You can put in city and state or you can put in zip code and then you can put in that you're looking for general dentist, whatever you're looking for. You can even specify orthodontist, whatever.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, I would appreciate that.
[AGENT][NEUTRAL] OK, so the website you're gonna go to is [PII].
[CUSTOMER][NEUTRAL] Hold on, hold on, hold on, let me get a, I'm sorry, just bear with me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me get a pen
[CUSTOMER][NEUTRAL] This always happens when I look for one, they're not there. When I'm not looking for one, they're everywhere.
[CUSTOMER][NEGATIVE] It's horrible.
[CUSTOMER][NEUTRAL] This is what happens when you get [PII] old.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][NEUTRAL] OK, the web address is [PII]. So that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now do I have to get a user ID and a user password to access it?
[AGENT][NEUTRAL] No you don't have to do any of that so when you go to the website, if you look in the top right hand corner there's a little magnifying glass for a search easiest thing to do is just type in the word providers and then search.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're gonna need to scroll down and then you're gonna see a link there that says provider resources.
[AGENT][NEUTRAL] You're gonna click on that.
[CUSTOMER][NEGATIVE] Put on provider resources. I'm writing everything down.
[CUSTOMER][NEUTRAL] OK, so I go to.
[CUSTOMER][NEUTRAL] That website I go to providers, then I go to provider resources, correct?
[AGENT][NEUTRAL] Mhm. And once you click on pro provider resources, you just need to scroll down, you'll be on the right page and then you'll see a link there that says search for dental providers.
[CUSTOMER][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Go down.
[CUSTOMER][NEUTRAL] And then search
[CUSTOMER][NEUTRAL] It's providers.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I'm gonna do that.
[AGENT][POSITIVE] All right, and if you need any other assistance, yeah, feel free to call us if you need any more help.
[CUSTOMER][POSITIVE] Thank you so much for your time.
[CUSTOMER][POSITIVE] OK, thank you so much you've been awesome.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][NEUTRAL] Bye bye.