AccountId: 011433970860
ContactId: b8f4ae1c-7432-4f26-a56c-12bd6593ac7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334480 ms
Total Talk Time (AGENT): 147564 ms
Total Talk Time (CUSTOMER): 106933 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/b8f4ae1c-7432-4f26-a56c-12bd6593ac7c_20250129T20:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I am insured under my husband [PII].
[CUSTOMER][NEUTRAL] And I am trying to figure out what dentist I'm able to go see with my group. I've tried to or with my plan, I've tried to look online and it says that all the providers are either group PPO or CPPO and I have no clue what that means or if my plan falls into that or what, and I can't find it in any of the literature you guys sent either.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] OK, let's take a look when you're online, what website are you on looking for a provider?
[AGENT][NEUTRAL] Is it our site?
[CUSTOMER][NEUTRAL] Uh, I am, yeah, I'm on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have by chance your policy number?
[CUSTOMER][NEUTRAL] Yeah, I do. It is 205-878-68.
[AGENT][NEUTRAL] OK, let me pull this up and see what you got here. Give me just a second.
[AGENT][NEUTRAL] Alright, I think I may have copied this down. [PII] wrong. Let me repeat this back. I had 205.
[AGENT][NEUTRAL] 87868
[CUSTOMER][NEUTRAL] Yeah, you copied it down wrong. It's 025.
[CUSTOMER][NEUTRAL] 87868
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, and then let me just verify for security um your date of birth and address, please.
[CUSTOMER][NEUTRAL] Oh do you online as the policyholders.
[AGENT][NEUTRAL] It doesn't matter. You can give me yours or his, it doesn't matter.
[CUSTOMER][NEUTRAL] OK, mine is 22093 and the address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you so much. So let's see the plan that you have.
[AGENT][NEUTRAL] OK, so yeah, the plan that you have participates in the PPO network. So any of these that when you pull them up, I don't know if you're putting in your zip code and then it says like [PII], yeah, it says Aspen Dental and then it says accepting PPO plan, um, all of those are totally valid and like you can use your plan at any of those, so yeah, totally fine.
[CUSTOMER][NEUTRAL] Yeah, I was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and just to clarify because I did call a couple of those dentists, they told me that the
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] your guys' insurance, it was only good for generalized cleaning, so it doesn't cover anything else.
[AGENT][NEUTRAL] Let me take a look. Let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So actually the plan that you guys have.
[AGENT][NEUTRAL] It's actually more than that. So, hmm.
[AGENT][NEUTRAL] Let me see when did they call?
[CUSTOMER][NEGATIVE] I don't know if they even bothered calling.
[AGENT][NEUTRAL] Yeah, I don't
[AGENT][NEUTRAL] Yeah, I don't see any notes cause we'll always note, well.
[CUSTOMER][NEUTRAL] Cause they, they never asked.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEGATIVE] Yeah, they never asked for my numbers or anything.
[AGENT][NEUTRAL] OK, so yeah, because we'll note your account like if our provider calls to like check eligibility and benefits for you. So I'm pulling up your plan here. Your plan has preventative, basic, and major, and that also includes periodontic and like oral surgery. So it's definitely more than just basic and preventative. We do offer those types of plans, but yours is way more than that.
[CUSTOMER][NEUTRAL] OK, that's what I thought yeah, I had just, they asked me who my provider was. I gave them the name and they go, oh, all they offer is basic or all they cover is basic cleanings.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] They didn't ask for my numbers or anything like that. That's why I was curious. It seemed odd, but
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, so let them know if you wanna contact them back that um you spoke to us and that we confirmed it's more than that and they can definitely call us and we will send them the breakdown of benefits and confirm that with them also so.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] Yeah, you're welcome. Is there anything else, [PII] I can help with?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] All right, have a good day.
[CUSTOMER][NEUTRAL] You too.