AccountId: 011433970860
ContactId: 9145330b-e9af-465f-b422-7083605bdfbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322279 ms
Total Talk Time (AGENT): 118406 ms
Total Talk Time (CUSTOMER): 139445 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/9145330b-e9af-465f-b422-7083605bdfbf_20250128T17:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII]. uh I need to, uh.
[CUSTOMER][NEUTRAL] To find out my dental network doctors. So I couldn't find it anywhere online and uh I don't know where should I.
[CUSTOMER][NEUTRAL] Uh, who should I ask about that?
[AGENT][POSITIVE] Yes, ma'am. I can assist you with your benefits. Um, first I'll need your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK. It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now I need your policy number, please.
[CUSTOMER][NEUTRAL] Yes, and the policy number 02576121.
[AGENT][NEUTRAL] OK, thank you. Now, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Uh, [PII] and the [PII].
[AGENT][NEUTRAL] Thank you. Now please verify your email address.
[CUSTOMER][NEUTRAL] Uh, that would be my last [PII]. So, which is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And actually under your policy, there is no network. We work with all providers.
[CUSTOMER][NEUTRAL] OK, with all providers.
[AGENT][NEUTRAL] Yes, ma'am. All dental providers. What you'll do is um give them our information, um, give them your policy number and our phone number, and they'll call to verify your benefits and um go from there. What we'll do is fax over the information, the fee schedule and all your benefit information, so they'll know what's covered and what's not covered, but there is no network.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I see. So, say for example, if I need a cleaning, deep cleaning, so what would be covered by that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, cleaning. Let's see, one moment.
[AGENT][NEUTRAL] OK, for cleanings, I'm showing that we cover up to
[AGENT][NEUTRAL] Yes, you get one every 6 months and we cover up to 80%.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Yes, ma'am. And also for all of your services, it's based on a calendar year. We cover up to $500 maximum per calendar year, but there is a $50 deductible that needs to be met first.
[CUSTOMER][NEUTRAL] Uh, OK, so, but my limit is 500 for any services?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so hard work, so I'm going to dental office of my choice and they're gonna call and uh tell me the uh what is covered each time I, I go there, right? Is that correct?
[AGENT][NEUTRAL] Yes, ma'am. That's, that's correct. You give them your policy number and our phone number.
[CUSTOMER][NEUTRAL] And and
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh, and 500 is the limit.
[AGENT][NEUTRAL] Yes, ma'am. That's the maximum.
[CUSTOMER][NEUTRAL] Mhm, is it TPO or HMO?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's HML.
[CUSTOMER][NEUTRAL] Oh, it's 18 more?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Because I saw somewhere it says
[CUSTOMER][NEUTRAL] PPO
[CUSTOMER][NEUTRAL] It was in on the document. It says PPO but limited coverage, something like that.
[AGENT][NEUTRAL] OK, they do participate in the Carrington network um for PPO services.
[AGENT][NEUTRAL] If your, if your provider is a Carrington provider, so it depends on um which provider you go to. If it's a Carrington provider, then it would be a PPO network.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, because my provider, he doesn't accept HTO PPO only.
[AGENT][NEUTRAL] OK. Well, yes, ma'am. He'll cover it. It'll be covered under the Carrington network.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] it will be.
[CUSTOMER][POSITIVE] Parent and network. OK. Thank you so much. Yeah. So I guess I'm calling you back when I'll call you back when, uh, when I'm in the doctor's appointment. Thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. Thanks.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Mm, thank