AccountId: 011433970860
ContactId: 9e44de87-f9e7-4674-ab20-a00aa15f8c03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359049 ms
Total Talk Time (AGENT): 89882 ms
Total Talk Time (CUSTOMER): 125049 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/9e44de87-f9e7-4674-ab20-a00aa15f8c03_20250123T16:04_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning, this is [PII]. Um, I'm calling to try to figure out um what dental clinics next to me are in-network.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] And I'm
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's gonna be 024.
[CUSTOMER][NEUTRAL] 64561
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII], but it's gonna actually be for um my daughter, um.
[CUSTOMER][NEUTRAL] And do I need to give you her date of birth?
[AGENT][NEUTRAL] No, ma'am, you don't have to. What's your address and email address?
[CUSTOMER][NEUTRAL] OK, um, my email address is [PII].
[CUSTOMER][NEUTRAL] And then the address that you all should have for us is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And you were wanting to know if this policy had a list of providers?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. This policy does not have a list of providers. You can go to any dentist.
[CUSTOMER][NEUTRAL] OK, um, I just know that uh one of the last in this offices I called, they said if you all are a PTO, then they would accept it, but if you're HMO, they do not accept it.
[AGENT][NEUTRAL] We're not a PPO or an HMO. We're, it's just regular dental insurance is paid by usual and customary rate. We do accept the assignment.
[CUSTOMER][NEUTRAL] OK. Um, hmm.
[CUSTOMER][NEUTRAL] So I can just go pretty much anywhere.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then it would just be a discounted rate.
[AGENT][NEUTRAL] It's not really a discounted rate. We pay by usual and customary rate, so it just depends on what services you're having done.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, um, I guess we'll figure all that out once we get there.
[CUSTOMER][POSITIVE] OK. Um thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, do you only work on the dental side? Do you help at all with medical?
[AGENT][NEUTRAL] Um, yes, ma'am, I do some medical.
[CUSTOMER][NEUTRAL] OK. Um, so I was wondering for, um, cause I want to set up a primary care for my daughter, um,
[CUSTOMER][NEUTRAL] I guess, do you, hm, I guess my question is the same, um.
[CUSTOMER][NEUTRAL] Do I just, I'm, I'm not used to doing insurance this way. Um, would I just call any clinic around me or do you guys have a list of providers?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, we do do not administer this plan now. It does go through web TPA.
[CUSTOMER][NEUTRAL] You said um web PTA?
[AGENT][NEUTRAL] Well TPA, yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Uh, all right.
[CUSTOMER][NEUTRAL] So, um, just reach out to them and give them, um, this, I guess my, my team, um, policy number and all that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, awesome.
[CUSTOMER][NEUTRAL] All righty. Um, can I have a phone number for them, please?
[AGENT][NEUTRAL] Hold on just a moment, let me see if I have one to give you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, just a moment, I'm getting it for you.
[AGENT][NEUTRAL] OK, it's 866.
[AGENT][NEUTRAL] 975.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. Thank you. Thank you for your help today.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL. You have a good day as well.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.