AccountId: 011433970860
ContactId: ca9382b0-ef4e-49e3-b36a-443d4c2d11a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247809 ms
Total Talk Time (AGENT): 152529 ms
Total Talk Time (CUSTOMER): 107630 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/ca9382b0-ef4e-49e3-b36a-443d4c2d11a0_20250127T14:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I might need to see if a doctor is in network.
[AGENT][NEUTRAL] OK. Are you the insured or are you calling from a provider's office?
[CUSTOMER][NEUTRAL] Um, I'm the insured.
[AGENT][NEUTRAL] OK, and you're wanting, you're wanting to find out about a network provider, is that correct?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. Well, I can um help you with this, uh, maybe only partially, but I will try and help you. So first off, who am I speaking with, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Miss [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number please?
[CUSTOMER][NEUTRAL] 02579754
[AGENT][NEUTRAL] OK, thank you. So give me a moment, Ms. [PII]. I'll need to get your policy information pulled up and then I will need to verify several things with you first for security. So just one moment, please.
[CUSTOMER][POSITIVE] Yes, yes, yes.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] OK. All right. OK. Is this mommy's on the phone. You have to be quiet.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and so first off, Miss [PII], again, any information that's provided would be a verification of benefits and not a guarantee of payment. And I will need for you to firstly verify the primary insured's name and date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[CUSTOMER][NEUTRAL] My name is [PII]. My date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And the home mailing address for you all please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the phone number that we would have on file for Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And
[AGENT][NEUTRAL] That'll be all that I need to verify with you. OK. So this is on your dental policy, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Memphis
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so on this dental plan that you all have, Ms. [PII], you are not in a network. You may select any provider to go to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and there's no cost differentiation.
[AGENT][NEUTRAL] This is a
[AGENT][NEUTRAL] There is not a, no, ma'am, there's not a network affiliated with this um your benefits are based on a percentage of the usual usual and customary charges within your service region. So again, you may select any provider to go to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Yes, ma'am, and just
[CUSTOMER][NEUTRAL] And is this, is this just dental or is this vision too?
[AGENT][NEUTRAL] No, ma'am. This is dental only. We do not, vision is not a product um uh of our company. Yes, ma'am.
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] It's separate, OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much.
[AGENT][POSITIVE] OK, well, you're certainly welcome. And is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Um, I, uh, so.
[CUSTOMER][NEUTRAL] I guess I should ask
[CUSTOMER][NEUTRAL] My son is getting a cleaning today. Um, is this covered or?
[AGENT][NEUTRAL] OK. I, again, I cannot guarantee payment over the, you know, over the phone. We have to receive the claim, but you would just present the ID card that you have to your son's dental provider and they will call us to verify. Mhm. But you do have benefits on your plan for claiming. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then they, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. I called them and they said call, call the number on your card which I used to work in dental and we would always call on that and figure it out for the patients so all right.
[AGENT][NEUTRAL] OK. Oh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Absolutely, but you all do have preventative benefits, yes, ma'am, for claiming, Ms. [PII]. OK. Well, you are very welcome. So again, thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.