AccountId: 011433970860
ContactId: b64e1e41-b10f-4525-aeee-ff1380688cdd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211380 ms
Total Talk Time (AGENT): 119800 ms
Total Talk Time (CUSTOMER): 41393 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b64e1e41-b10f-4525-aeee-ff1380688cdd_20250609T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] and.
[CUSTOMER][NEUTRAL] I'm trying to find a dentist that
[CUSTOMER][NEUTRAL] Goes with my insurance plan.
[CUSTOMER][NEUTRAL] And so far none of them have ever even heard of APL. Is there another number that it goes up, the name that it goes by?
[AGENT][NEUTRAL] Uh, no, uh, but let me look at your policy. Can I get a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] 01972523
[AGENT][NEUTRAL] Alright, let me look it up.
[AGENT][NEUTRAL] Can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we don't participate um in and out of network, so you would just give them your policy or your your uh dental card or your policy number, and they can file the claim and if they say that they won't file uh with APL, you have the option to file a claim on your behalf um as long as it's a service that's covered under your policy, we will honor.
[AGENT][NEUTRAL] The payments
[AGENT][NEUTRAL] Um, so yours doesn't go in and out of network. It's just you can go where you would like to go and we pay a certain, we pay a certain amount. Um, if you would like, when you call to, to go to a dentist or to a dentist and get checked and give them your policy number, you can ask them to, um,
[AGENT][NEUTRAL] To check eligibility with us, most of them will do it anyways, um, but then that way we can give them a list of every of the services that you have available to you and what we pay for it, um, but, but yours doesn't participate in any network or any out of network you just we pay a specific rate, yeah, so you should be fine wherever you go, um, as long as it's a covered service.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, you should be fine and like I said, if they refuse to pay or to file a claim on your behalf, you're allowed to do that as well just make sure that you get receipts.
[CUSTOMER][NEUTRAL] Alright, just call back to this [PII] number and go to the file a claim part.
[AGENT][NEUTRAL] Yes, you can do that. Um, and then you can also file a claim through our website. Um, so there's all of the claim documents are right there at [PII], and you'll see right at the top, I believe right hand side it says claims and forms and you can fill out a claim form for your dental policy.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] Great. Thank you for calling APL. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be it. Thank you.
[AGENT][POSITIVE] Great, thank you for calling APL. Have a great day.