AccountId: 011433970860
ContactId: a6d1a549-d190-4484-8db7-1e3e5aa0d796
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329339 ms
Total Talk Time (AGENT): 151674 ms
Total Talk Time (CUSTOMER): 83966 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/a6d1a549-d190-4484-8db7-1e3e5aa0d796_20250410T20:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling. I'm trying to, um, get a list of dental providers, um, that are in network for me and my kids.
[AGENT][NEUTRAL] May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] and the phone number is [PII].
[AGENT][NEUTRAL] And do you have the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 558,130
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, for security, I need uh your date of birth and mailing address on.
[CUSTOMER][NEUTRAL] [PII] and the address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, um, Ms. [PII], this particular policy, this product to universal trucking doesn't have any network. You choose your own dentist.
[CUSTOMER][NEUTRAL] OK, because I tried, I sent it to my dentist and they wouldn't see the, my boys because they said it was out of network.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] Yeah, there is no network on this one.
[AGENT][NEUTRAL] So if it's just, uh, if you go to an office that it's just PPO basically it has to have a network, they probably will not take it. Um, so you just need to find one that will take any kind of um insurance. I can probably, let me see if I can find one in your area based on your address and give you at least one and see if that will work. One moment.
[CUSTOMER][NEUTRAL] OK. Let me, let me.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, usually if you're a member with them, they will take it, but yeah, there's some instances that they don't.
[CUSTOMER][NEUTRAL] Yeah, because, yeah, cause we've been with this dentist for a while.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm. Yeah. And what they usually do is they call us to get this information, so I don't know if you want to just insist to have them to call us directly and get the information, but um let me just go ahead and try to give you a little bit of uh like maybe a number for you to call a different dentist. Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That'll be one more minute.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK I'm still waiting on the system.
[AGENT][NEUTRAL] OK, uh, OK, um, you can try, um.
[AGENT][NEUTRAL] This is PPO. This is CPPO.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] S P Dental.
[AGENT][NEUTRAL] Are you familiar with that?
[CUSTOMER][NEUTRAL] What's the name of it?
[AGENT][NEUTRAL] The dentistry is S as in Sam, dentistry.
[CUSTOMER][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] SP Dentistry.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm mm. Never heard of them.
[AGENT][NEUTRAL] OK, well, they are um close to you um there there's that one or there is um.
[AGENT][NEUTRAL] Uh, [PII] with carve Dental.
[AGENT][NEUTRAL] Do you want the phone number to one of those?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, mm mm. Cause I know this is a new area, so if it's out here, this is somebody that's just starting. This is like a new area out here. And um
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you want it to be?
[CUSTOMER][NEUTRAL] So basically, this policy, you don't, you don't need.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A you you don't have to have a provider. You can go to your own provider if it's, it has to be PPO or what?
[AGENT][NEUTRAL] Mm. PPO or HMO is, is the same thing because there's no network. So you, you can go to any dentist. You just let them know that this is a commercial plan that we, we don't have a network, and they can call us to get the benefit information and we'll go ahead and send it to them.
[CUSTOMER][POSITIVE] OK, let me call the, the regular dentist. Thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.