AccountId: 011433970860
ContactId: 9578b315-4ded-4cd8-b3df-40389946b41d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276459 ms
Total Talk Time (AGENT): 165907 ms
Total Talk Time (CUSTOMER): 88843 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/9578b315-4ded-4cd8-b3df-40389946b41d_20250430T20:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. So this is [PII] in customer service. I have an insured on the line, Ms. [PII] with policy number.
[CUSTOMER][NEUTRAL] 261-623-3
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] 3
[CUSTOMER][NEUTRAL] And she's calling to see um a providers and network with her policy. Is that something that you can help her with?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can give her instructions. Yes, it's [PII], and did you verify any information with Ms [PII]?
[CUSTOMER][NEUTRAL] Uh yes, I did.
[AGENT][NEUTRAL] OK. And did you get a callback number just in case?
[CUSTOMER][NEUTRAL] Um, the same one she's calling from.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the one ending in [PII].
[AGENT][POSITIVE] [PII]. OK, [PII]. OK, thank you. I'm ready for her.
[CUSTOMER][POSITIVE] Thank you. Have a good one.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Good afternoon. This is [PII] in the care team. Is this Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK. And you was transferred over to us to assist you. Um, Miss [PII] was letting me know that you're trying to look for a network provider.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Did, um, did you used to visit a dentist before or this is the first time you're trying to go to a dentist's office?
[CUSTOMER][NEUTRAL] Um, I, well, this is, I just got my insurance, so this, I'm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just the first time using it.
[AGENT][NEUTRAL] OK. Yeah. OK, Ms. [PII]. Um, the reason that I'm asking is because this one you can go, if you have like a dentist that you used to visit in the past, you can still go to the same dentist because uh we don't have a network that you need to follow. So, um, you can just go to the same one you was going in the, in the past. Um, now, if you, go ahead.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Now, if you don't know where to go and you need a list of providers in your area, you can um go to our website and it will give you a list of providers in your area.
[CUSTOMER][NEUTRAL] OK. But how do I know for sure they take this, this insurance, my, my dentist that I go to.
[AGENT][NEUTRAL] You just need to call them and give them the information, have them call us to verify the information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so you can't check now to see if my dental office takes this insurance?
[AGENT][NEUTRAL] No, because we don't have any networks. Um, we don't have a way of checking to see if they're contracted or not because we're not contracted with any of them. We just go ahead and pay if they send us a claim. So, um, you can go to any dentist basically. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK. All right. All right. Um,
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] for you. Alrighty. Is there anything else I may help you with today?
[AGENT][NEUTRAL] Any other questions or concerns?
[CUSTOMER][NEUTRAL] How about the vision?
[CUSTOMER][NEUTRAL] Vision coverage do you
[AGENT][NEUTRAL] Vision
[AGENT][NEUTRAL] OK, um, the, yeah, I'm so sorry. The vision is not through us. The vision more than likely is through superior vision and they're separate company, different company. Um, I can give you their number if you need it, but I'm not gonna have the information, just the phone number.
[CUSTOMER][NEUTRAL] Yeah, there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, let me get that for you one moment.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh-huh, let's see.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] This is Met life.
[CUSTOMER][NEUTRAL] Vision?
[AGENT][POSITIVE] Um, I think they work with superior vision.
[AGENT][NEUTRAL] Or you have MetLife.
[CUSTOMER][NEUTRAL] MetLife, it says, MetLife VSP vision.
[AGENT][NEUTRAL] Oh, OK. Um.
[CUSTOMER][NEUTRAL] I have their number.
[AGENT][NEUTRAL] Yeah, you might wanna call that one because, yeah, we, we're not aware they change vision uh companies, yeah, and the only one I have here is superior vision. I don't have another one for um benefits in a car.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][POSITIVE] OK. All right, thank you. I'll call them.
[AGENT][NEUTRAL] You're welcome. All right. Is there anything else I may help you with today, Ms. S?
[CUSTOMER][POSITIVE] Mm. No, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm