AccountId: 011433970860
ContactId: 9ff21dd3-c1d4-4fa6-a4d1-e6973041d9a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417649 ms
Total Talk Time (AGENT): 231645 ms
Total Talk Time (CUSTOMER): 126094 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/9ff21dd3-c1d4-4fa6-a4d1-e6973041d9a5_20250519T18:24_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] I'm just trying to find my son is insured through um his father with you guys and I'm just trying to see what pediatric like dentist you guys like provide with your insurance or what, you know, if there's like a list that of dental places that
[CUSTOMER][NEUTRAL] You know, take you guys.
[AGENT][NEUTRAL] OK, before we proceed, is it possible to get your name and a callback number in the event that we get disconnected and I can help verify whether or not there are providers.
[CUSTOMER][NEUTRAL] Yes, one second. Alright, my name is [PII] and my call back number is [PII].
[AGENT][NEUTRAL] Thank you for that, Miss [PII]. And do you happen to have the policy number?
[AGENT][NEUTRAL] Of the dental coverage that you're.
[CUSTOMER][NEUTRAL] Yes, I have a picture of his card right here. um, it says.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number or the payer ID number?
[AGENT][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] OK, it's 026237777.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It should be under [PII], yeah, that's his father.
[AGENT][NEUTRAL] And are you able to verify his date of birth and the mailing address?
[CUSTOMER][NEUTRAL] Uh, his, his father or him?
[AGENT][NEUTRAL] His father.
[CUSTOMER][NEUTRAL] His father's birthday is [PII].
[AGENT][NEUTRAL] And are you able to verify the home address as well?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and just to verify you're calling today to see if there's any provider networks for the children's um.
[AGENT][NEUTRAL] As far as seeing certain positions, correct?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, I'm trying to find um our son a, a dentist.
[AGENT][NEUTRAL] All right, Ms. [PII]. I can provide you that information, but that's the only thing I'll be able to provide you.
[AGENT][NEUTRAL] For future you may need to get Mr. [PII] to contact us. um, if he'll send something in writing to us we can speak to you for up to a year and just basically stating that we have authorization to speak to you in regards to the benefits for the boys, um, and clearly for the boys eligibility, um, that way you're able to get more information in the future. Also, if you need to review claims, um, that might help as well and he can email that or mail it to us mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there, um, OK.
[CUSTOMER][NEUTRAL] Alright, is there any way to, can you tell me if just um [PII] is covered or both of our sons are covered?
[AGENT][NEUTRAL] Uh, let me see. What are the names of both of your children?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] They're both covered. Yes, ma'am. They are both covered. Um.
[CUSTOMER][POSITIVE] OK, alright, perfect, thank you.
[AGENT][NEUTRAL] You're welcome, no problem. So to answer your question, there is a provider network that he can utilize however you don't have to utilize it.
[AGENT][NEUTRAL] Um, just basically, any physician will accept the insurance. You just need to let them know it is dental insurance, and they have to contact us to verify benefits and eligibility. Now, the network that they do have that they can utilize is Carrington. Um, again, you don't have to use the network, but if
[AGENT][NEUTRAL] You, um, utilize the network you may be subject to receive additional discounts on certain things that are done.
[AGENT][NEUTRAL] So, what I can do is if you'll give me just a second, I can email you a list for generic pediatric dentist. Give me just a second to pull that up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And you can also call them, but since I have you on the phone, it's not a problem to email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is [PII]'s email on file or would I need to read you my email?
[AGENT][NEUTRAL] I'm gonna use your email but I'm gonna use his too so I'm like gonna CC you on it and email it to him, but his is on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Just bear with me. I'm trying to get through the sections to get you there.
[AGENT][NEUTRAL] And you did say you wanted a pediatric dental physician, correct?
[CUSTOMER][NEUTRAL] Yeah, he's only 3 1/2, so there's some places that he's too young for.
[AGENT][NEUTRAL] OK. And um,
[AGENT][NEUTRAL] What would be the location you would like for me to do the search in? Do you want me to do closer to you? If so, I'll need to get your zip code.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. And I'm gonna do a search closest within 100 miles. The way the search is gonna pull up the shortest distance will come up first, and then, of course, the longer the list goes, the further it will go.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so what's your
[CUSTOMER][NEUTRAL] Yeah, I'm not opposed to going to like [PII] or anything like that.
[AGENT][NEUTRAL] OK, and what's your email, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, you said it was [PII] and do the last part of it again for me [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I just sent the list to you and then I'm gonna put his email in here and send the list as well.
[AGENT][NEUTRAL] So that way you'll have one too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I've just sent the information and again keep in mind that you don't have to utilize the network of providers if there's somebody you already have in mind, just let them know that we do carry dental insurance and they need to contact us to verify benefits and eligibility that you're not in a mandatory network. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEGATIVE] No, there's not thank you.
[AGENT][POSITIVE] Thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.