AccountId: 011433970860
ContactId: bb3a706a-c50c-4709-8c31-a90c5d485db3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456269 ms
Total Talk Time (AGENT): 187479 ms
Total Talk Time (CUSTOMER): 104940 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/bb3a706a-c50c-4709-8c31-a90c5d485db3_20250422T19:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] I'm listen, I'm calling to see if you could help me with a couple of things. I just needed to.
[CUSTOMER][NEUTRAL] Some information find out if a particular office is in network or out of network on the plan.
[AGENT][NEUTRAL] All right, let me see, and what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Ms. [PII].
[AGENT][NEUTRAL] Let me see, just in case we get disconnected today, what is a good phone number I can reach you back at?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And do you have your policy number you're calling about?
[CUSTOMER][NEUTRAL] Um, I can pull it up right quick. One second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0251.
[CUSTOMER][NEUTRAL] 4855
[AGENT][NEUTRAL] All right, Ms. [PII]. Give me just a second. Let me pull that up.
[AGENT][POSITIVE] All right, I'd be happy to help you with checking that um in-network providers.
[AGENT][NEUTRAL] Uh, I just need to verify some of your information before we can continue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you already gave me your phone number, so the last thing I need to verify is your email address.
[CUSTOMER][NEUTRAL] OK, hopefully you have [PII]?
[AGENT][NEUTRAL] Yes, ma'am. That's what I have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me see here.
[AGENT][NEUTRAL] OK, so with this policy there is no network, um, it is paid by uh UCR.
[AGENT][NEUTRAL] Um, so if your dental provider accepts it, they will file the claim for you. Um, if they don't, then you can file the claim yourself, um, but there's no, um, actual network that you would have to choose from.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, I got you I got you, perfect. OK, my next question is, um, can you tell me what the copay would be for the um dental?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Or is it
[AGENT][NEUTRAL] I can definitely get someone to help you with that, Ms. [PII], but I'm gonna have to transfer you to our care team to look over your benefits. Uh, would you mind holding for just a moment? I can get somebody on the line to assist you.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Sure, that's fine.
[AGENT][NEUTRAL] Alright, give me just a moment I'm gonna get them on the line and go ahead and give them all your information, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and was there anything else I could do for you Ms. [PII] in the meantime?
[CUSTOMER][NEUTRAL] 01 last thing you said that um it's up to them if they accept it or not, but if they don't accept, you said I could just file a claim for the out of pocket expense.
[AGENT][NEUTRAL] Yes, ma'am. If the, if your dental.
[CUSTOMER][NEUTRAL] Oh, I have
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I'm sorry, go, I'm go ahead.
[AGENT][NEUTRAL] If your dentist office doesn't um accept it you can file the claim yourself um we have a way that you can do it on our online service center. Have you ever signed up for that?
[CUSTOMER][NEUTRAL] Uh, I did sign up online for something, so I think I did, yeah.
[AGENT][NEUTRAL] OK, so our online service center you can submit the claim that way or you can actually give us a call and we can give you the fax information to send the claim in or you can mail it in.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][NEUTRAL] Mhm. No problem. Was there anything else?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][NEUTRAL] Alright, Ms. [PII], hold on just a second. I'm gonna get somebody on the care team on the line so they can discuss your benefits, OK?
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] Thank you and thank you for choosing APL. I hope you have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] Hey, doing good memory. How are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have an insured on the line wanting to discuss her co-pays and benefits for her dental policy.
[CUSTOMER][NEUTRAL] OK, yeah, I can talk to him. Uh, do you have the policy number?
[AGENT][NEUTRAL] Yes, it is 251.
[AGENT][NEUTRAL] 4855.
[CUSTOMER][NEUTRAL] Thank you. And then, uh, who are we speaking with?
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Is that who we're uh talking to?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Awesome OK and then uh do you have a callback number for him?
[AGENT][NEUTRAL] Yes ma'am, it's the one on the policy [PII]. I have verified all of her information. I also told her that there is no network for her dental policy. She can go anywhere she wants.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] Um, and she asked about filing a claim. I told her she could do that on the OSC, um, but she does have a question about a co-pay.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Got you. OK, yeah, you can send her on over. Thanks, [PII].
[AGENT][POSITIVE] All right no problem have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Mhm bye bye.