AccountId: 011433970860
ContactId: aad91d9f-67de-416a-b656-2418242399eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 687349 ms
Total Talk Time (AGENT): 243484 ms
Total Talk Time (CUSTOMER): 306748 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/aad91d9f-67de-416a-b656-2418242399eb_20250205T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, yesterday I called, um, to get a list of providers that I need a root canal, and so I called to get a list of providers that does that and everything that you guys have on the list, either they don't do it, they don't have the at theonnis there or the company's closed.
[AGENT][NEUTRAL] Hm, OK, let's see.
[CUSTOMER][NEUTRAL] So I need to, to find like something like ASAP because I need a root canal, it's, it's.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] I'm so sorry. OK, let me pull up our website here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] The list that was sent to you previously, was it just for general dentist?
[CUSTOMER][NEUTRAL] No, they had me go to the website and then I typed in the specialty that I needed, which is the dentist, um, I think it's what it's called. And I was all day trying to find one and
[CUSTOMER][NEGATIVE] One of the companies is closed. That number is like listed like 3 or 4 times and then the other one they so oh no we don't have that in the office. We don't have that here. We don't have them here.
[AGENT][NEUTRAL] OK. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] So I've got to find something.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, I, I, I've got that at home. I can give you the social.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII] and it's under my husband [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] And then one of the dentist's office, they said that they sent out you guys a letter, not you, but you know, the company, what have you, and a letter to let them know that they're not um accepting that insurance anymore, but she said that they just don't take it off, and I hope that that's not the case.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Because we're paying every month and we just
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I've, I've got to find someone paying every single month for this and then I can't get what I need to get.
[AGENT][NEUTRAL] Alright and then [PII] if I can just get your date of birth and then if you'll just verify the address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII] and the address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So when you put in for endodonics, it just came up with like 5 different people, right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It well it gives a list. I put in for 100 and puts in like a whole list, but I, you know, I didn't call the ones that were like out an hour or anything like that, you know, just the ones that are in range.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And and some of them that they have listed, they haven't listed more than one time, like the company, like they haven't listed more than one time.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh, like Overland Park modern dentistry, you called that one?
[CUSTOMER][NEUTRAL] I've, I called Belton. I've called um Overland Park. I've called the one off the state line, um, which is Madison Dental. I don't find out that they are no longer even there. They just upped and moved. Um, I've, I've called everyone that's listed nearby.
[CUSTOMER][NEUTRAL] Even in the summit.
[CUSTOMER][NEUTRAL] I, I mean, I've got to find something like, like, like ASAP like.
[CUSTOMER][NEUTRAL] I went to um
[CUSTOMER][NEUTRAL] A dentist office Aspen, um, to have it looked at and of course I have to have a root canal, but they don't do it in the office. They said I have to have the, whatever, however you say, epidonnis um to do it. And then they
[AGENT][NEUTRAL] Endogenic, OK.
[CUSTOMER][NEGATIVE] In [PII], yes, and then they referred me out and they don't even accept my insurance.
[CUSTOMER][NEGATIVE] So that would be out of pocket for we can know $1700 and then $292 just to walk in, like, seriously. Money does not grow on trees.
[AGENT][NEUTRAL] No, I hear you.
[CUSTOMER][NEGATIVE] I was so frustrated that I had to get myself, you know, calmed down and, you know,
[AGENT][NEUTRAL] Um, yeah, I mean.
[CUSTOMER][NEUTRAL] I'm gonna look on the the the list there to see when it was updated and it says it was updated February of this year so.
[AGENT][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEGATIVE] Yeah, yeah, trust me, I have searched and checked and I'm like how is this updated and nothing is even.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I don't, I don't really know what to do, like seriously.
[CUSTOMER][NEGATIVE] I don't have $1700 to to to give like that. I just don't. I'd have to make a choice between paying my $1500 mortgage or getting the you know. I'm already behind on the mortgage, so that's, that's frustrating.
[AGENT][NEUTRAL] Yeah, I mean the only thing I know to do for you is just to go down the list and and you know, call and just see um.
[AGENT][NEUTRAL] You know, um, unfortunately you, you should be able to use the plan anywhere. It doesn't state that it, you know, has to be quote unquote in network, but we of course can't make a provider accept the coverage either.
[AGENT][NEUTRAL] So a
[CUSTOMER][NEUTRAL] Yeah, like I called, I believe 8 of them, 8 of them, and they were like, no, we're not in network and you'd have to pay out of pocket, and I'm like, what? Like it's insurance is insurance. And then the one in Madison Dental, I think it's the very first one that they list, they, um, like I said, they, they're they're gone. So I, I don't get it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I just don't get everything they have listed is like not even valid. So what are we paying dental insurance for every single month faithfully?
[AGENT][NEUTRAL] All right.
[AGENT][NEGATIVE] I'm sorry they're giving you such a hard time.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The only other thing I can only do kind of what you can do. [PII] is just, you know, you can give me the ones that you did call I can call down the list and then call you back if I find anything um we don't really have any other unfortunately tools to search um the list that's provided.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] On the website is through the Carrington.
[AGENT][NEUTRAL] Um, I know they have an [PII] number because it says report any inaccurate or misleading information, so definitely need.
[CUSTOMER][NEGATIVE] Everything is misleading about this.
[AGENT][POSITIVE] To let them know that that's not correct on the website, which I am happy to do, um.
[CUSTOMER][NEGATIVE] Yeah, nothing is correct.
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Did you you contacted Summit Modern Dentistry and did you call [PII]?
[CUSTOMER][NEUTRAL] The lien where was she located?
[AGENT][NEUTRAL] Shows that [PII].
[CUSTOMER][NEUTRAL] [PII] is that it?
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] [PII]. I, I don't even.
[CUSTOMER][NEGATIVE] I don't think I called her. I don't what was the mileage on that? Maybe I didn't call because it was so far out.
[AGENT][NEUTRAL] This is 11.5 miles.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, what's that number? I'll go ahead and call.
[AGENT][NEUTRAL] That one is [PII] or [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, I'll try to call.
[CUSTOMER][NEUTRAL] This one, I don't know why I didn't call. I remember the name but I don't, I don't know if it was through frustration and I just stopped.
[AGENT][NEUTRAL] Yeah, there's [PII].
[CUSTOMER][NEUTRAL] Um, at 8.
[AGENT][NEUTRAL] Dentistry too, they're a little further, 12.4 miles. They're off [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, what's that? I'll go ahead and just try to call on what's that number please?
[AGENT][NEUTRAL] They're at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah I'll try to call and see if I can get anywhere. I don't know what to do like.
[CUSTOMER][NEGATIVE] And it's not like a tooth that's in the back that can be pulled. It's the number 52, so it's at the top on the right. So when I smile, you'll see that there's no tooth there. If it's at the, if it's at the bottom or whatever in the back, I can just pull it out. I, I, I don't, I don't have like much time to try to get this figured out cause it's, it's, it's pretty bad.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, um, the only other number I can give you if none of those work would be the [PII] number that's on the site to Carrington who's providing the providers list, you know what I mean? When you click on providers, it's taking you to their third party site.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I am wondering if since I'm gonna report the information's not accurate, but I'm wondering if maybe they have more information than I do so I can give you that number too if you want.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that would be great.
[AGENT][NEUTRAL] Um, that number is [PII].
[AGENT][NEUTRAL] 441.
[AGENT][NEUTRAL] 0380 and it says to hit option 8.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll go ahead and try to call these two.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, and if I mean if we can be of any more help, definitely call us. We're, we're on Central time. I'm not sure where you're at, but we're here till [PII]. OK.
[CUSTOMER][NEUTRAL] Here.
[CUSTOMER][NEUTRAL] Central time.
[CUSTOMER][NEUTRAL] I just need I just need to find someone that can do my root canal. That's what I need help with, so.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright well if you need anything else we're here for you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Uh-huh, bye bye.