AccountId: 011433970860
ContactId: 94398b31-b655-409f-b4fa-2dcb686a2af1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390040 ms
Total Talk Time (AGENT): 162950 ms
Total Talk Time (CUSTOMER): 171317 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/94398b31-b655-409f-b4fa-2dcb686a2af1_20250527T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I have a dental policy with you guys. I'm trying to find an oral surgeon in network, but I'm not, um, it's giving me an issue with getting on the website. They said there's supposed to be a new.
[CUSTOMER][NEUTRAL] Online service center tomorrow that's launching so it's not really helping me with what I need. Is there any way you can assist me in that matter in regards to seeing what oral surgeon would be in network for the current policy I have?
[AGENT][NEUTRAL] Yeah, what's your policy number?
[CUSTOMER][NEUTRAL] Policy number that I have for this plan is 02277630.
[AGENT][POSITIVE] All right, thank you. Let me pull that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then if I could just verify, please, [PII], your date of birth and then address.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Address is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. Would you like me to search by your zip code or I can do city and state? What do you think? do you have a preference?
[CUSTOMER][NEUTRAL] The zip code zip code will be just fine, the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me see it.
[AGENT][NEUTRAL] OK, so there's a couple of different ones that come up here um did you wanna write them down? Would you like me to send you this list? What works best for you?
[CUSTOMER][POSITIVE] Uh, if you could send me the list, that would be perfect. I don't know if that's an option.
[AGENT][NEUTRAL] Yeah, absolutely. Let me just email this to you. The email that we have on file, it looks like is [PII]. Is that still a good email for you?
[CUSTOMER][POSITIVE] Yes, that is yes that is the correct email.
[AGENT][NEUTRAL] OK, I have sent that list over to you.
[CUSTOMER][NEUTRAL] And and [PII], I have another question for you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, so, [PII], um, what do, does my plan cover as far as oral surgery?
[AGENT][NEUTRAL] Uh, let me pull that up. Give me just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Normally I'd pull it up online, but I'm not able I guess I gotta wait for the new website tomorrow.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, yeah, the online system unfortunately it was down earlier. They said it was back up and working, but um.
[AGENT][NEGATIVE] It may still I have not tried to log back on they were having some system issues this morning.
[CUSTOMER][NEUTRAL] I understand how that goes, especially when converting over to a new system. I get it. That's why I was like this is versus trying to play with it. Let me just call and ask the questions and go from there.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So your plan covers 40% of oral surgery cost. Um, so you'll be responsible for 60%. Now, what that actual dollar amount is, [PII], unfortunately, I wouldn't have a way of knowing. Um, the provider that you go and see, dentist, oral surgeon should be able to uh give you kind of an idea of what the cost will be out of pocket, um, once they see you.
[CUSTOMER][NEUTRAL] Yeah, I'm, yeah, I've made it up in my mind. I, I need this too for the irritation is at this point, you know, so, uh, whatever the cost, I'm gonna have to, you know, like my mom used to said you better figure it out, so yeah, I'm gonna go with that, um, yeah, so you said it covers 40% of whatever the cost may be to have whatever extracted. OK, well, something is better than nothing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. And the only the only way it would.
[AGENT][NEUTRAL] Yeah, and the only way it would pay more and I wouldn't know this, um, would just be so simple extractions are covered at 80%.
[AGENT][NEUTRAL] And then anything major like oral surgery is 40%. So if for some reason the tooth you had to have pulled or extraction was considered a simple extraction, it would cost less because your plan would cover 80%. It's just gonna depend on kind of what that situation is.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK, well I'm gonna wait and see and go from there, um, and the list you sent um oh it just came through. OK, perfect. I, I didn't see the email but it just came through that's perfect. [PII], I do appreciate your help in this matter. Uh, let me try to get an appointment scheduled and you said 80 for simple, 40 for extreme, and, and that's to their discretion on how they code it.
[AGENT][POSITIVE] Perfect, perfect.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, exactly, and what they're considering it and then if you have any other concerns or questions feel free, of course, to give us a call.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEGATIVE] OK, now the place I'm going is on the place I wanted to go is on this list but they say they don't accept it anymore. Should I just ignore that and just go somewhere different, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I mean, if they're not willing to take the plan, then, yeah, I mean, unfortunately, we can't force them to. I would just go somewhere else if you've already called them. I mean, cause it, you know, uh uh like I said, yeah, we can't force them to take it, unfortunately.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I do understand. I definitely understand. Well, what I, what I'm gonna do is I'm gonna reach out and call a couple of other places and see if they accept it and go from there. I do appreciate your time today, sir. Try not to work too hard today.
[AGENT][POSITIVE] All right, you have a blessed day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.