AccountId: 011433970860
ContactId: c90d93ef-46a1-4c49-8a0d-549ff358715a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456600 ms
Total Talk Time (AGENT): 188501 ms
Total Talk Time (CUSTOMER): 195118 ms
Interruptions: 8
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/c90d93ef-46a1-4c49-8a0d-549ff358715a_20250414T17:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to see we have um a dental plan, a family dental plan, and I'm trying to figure out if y'all, my son needs to have cleaning, just a, a cleaning, but he doesn't have um.
[CUSTOMER][NEUTRAL] Full blown dental insurance he just still has this plan because I kept it so I'm trying to see if y'all have any kind of out of network.
[CUSTOMER][NEUTRAL] Benefits that y'all pay or there's certain dentists that you have to go to?
[AGENT][NEUTRAL] OK, so you're wanting to find out if the plan that you have with the APL is a network plan or not?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that and.
[CUSTOMER][NEUTRAL] And if not, where is there a list of providers, OK.
[AGENT][NEUTRAL] OK, sure. I can help you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] OK, thank you. And Miss [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[CUSTOMER][NEUTRAL] It is 606-175.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Let me get your policy information pulled up, Miss [PII], just one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] My system's just moving slow today, so I'm sorry, just a moment.
[CUSTOMER][NEUTRAL] No, that's OK, that's OK.
[AGENT][NEUTRAL] I'm so sorry. One moment, please.
[CUSTOMER][NEUTRAL] Oh it's OK it's OK.
[CUSTOMER][NEUTRAL] I'm sitting still in park so no big deal.
[AGENT][POSITIVE] Thank you for
[AGENT][POSITIVE] Well, thank you for your patience. I do appreciate it.
[CUSTOMER][NEUTRAL] No big deal.
[AGENT][NEUTRAL] I'm not sure what's going on with my screen. I'm so sorry.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEGATIVE] The Internet's not real reliable, is it?
[AGENT][NEUTRAL] For some reason, some.
[AGENT][NEUTRAL] Come back from a weekend, sometimes it doesn't play with us, but it's OK. We'll get through it.
[AGENT][POSITIVE] I don't want to come back from the weekend either, so I understand. I love my job, but you know, OK, so finally with that, I think, I think I've got everything pulled up. So, uh, first off, any.
[CUSTOMER][POSITIVE] Exactly, exactly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Information that I do provide for you would be a verification about a guarantee of payment. I will have to verify several things with you first for security. So first off, if you could please verify the primary policy holder's name and date of birth, then your date of birth, and then your child's name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Oh OK, so it's [PII] and his date of birth is [PII]. My date of birth is [PII], and the child is [PII], and his date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And your phone number that you gave me is what's on file for you all. So that is the best contact number that we should have. Is that correct? OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Yes, that's the best number, uh huh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, thank you. So the
[AGENT][NEUTRAL] Plan not a network plan. Yes ma'am, can you hear me?
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, I lost you for a second, so, so tell me, tell me again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the plan that you all have with us with APL, it is not a network plan, so that means you can choose any provider. There's not a list.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so how does it work? So if we choose any provider.
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][NEUTRAL] We go and have the service done and then I have to file the claim.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Mhm. You would just need to provide them.
[CUSTOMER][NEUTRAL] Is that how that works?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Most of, no, ma'am, most of the providers will file for you. So what you would need to do is to give them our contact number and then also your policy number, because they will typically call to verify that the policy is active and, you know, ask us any additional questions that they have specific to your, you know, to your coverage or anything.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I was, yeah, I was, I was just in here.
[CUSTOMER][NEUTRAL] Yeah, I just went in here and they told me to call you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I, I, I don't, uh, um, I guess I'm, I, I might run back in there real quick then and tell them, yeah, so you're, you're saying that there is no network of providers.
[AGENT][NEUTRAL] Uh, I'm not
[AGENT][MIXED] Correct. Correct. This is not a network plan.
[CUSTOMER][NEUTRAL] OK. And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they just follow it. OK.
[CUSTOMER][NEUTRAL] OK, so I'll, uh, and y'all pay directly to them?
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK, well that was another thing she was confused about so.
[AGENT][NEUTRAL] Yes, yes, ma'am, if that's how the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. If they thought, typically it's whoever files the claim and obviously would be how.
[CUSTOMER][NEGATIVE] OK, and not and not paid in.
[AGENT][NEUTRAL] Yes, how they mark the assignment of benefits, but yes, ma'am, it would typically be paid.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So just give them the card and have them call.
[AGENT][NEUTRAL] To whoever files it.
[CUSTOMER][POSITIVE] Yeah, OK, alrighty well I appreciate it very much, thank you.
[AGENT][NEUTRAL] Mhm. You can, uh-huh. And then they can, we can provide.
[AGENT][POSITIVE] Of them with anything. Well, you absolutely, for your patience while I was getting my system to cooperate. So, can I help you with anything else?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you.
[CUSTOMER][POSITIVE] No problem. Thank you. That's it. Thank you.
[AGENT][POSITIVE] Well, you're welcoming.
[AGENT][POSITIVE] Yes, ma'am, and thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Bye bye.