AccountId: 011433970860
ContactId: cc602af1-7f2f-440c-80b9-8a070b1b6734
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423480 ms
Total Talk Time (AGENT): 203088 ms
Total Talk Time (CUSTOMER): 157847 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/cc602af1-7f2f-440c-80b9-8a070b1b6734_20250312T15:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to find out. I'm, I'm trying to make an appointment for, for a bad tooth that I have and uh I'm trying to find out if it uh it's the first time I've ever used the insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and, um.
[AGENT][POSITIVE] Yes ma'am, yes sir.
[CUSTOMER][NEUTRAL] And I, I was, they were, they were the the, the, the dental place that I go to, they told me it has to be a PTO account. Is it PTO account that y'all have or is it something else?
[AGENT][NEUTRAL] Let me look for you um can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII].
[AGENT][NEUTRAL] For your dental?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the policy number is 0. I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02585622
[AGENT][NEUTRAL] OK, let me look up your policy real quick, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then also reasons can you please verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, you're gonna, I'm probably gonna forget something, but, uh, my address is [PII].
[CUSTOMER][NEUTRAL] [PII] and what else did you need?
[AGENT][NEUTRAL] Your email address and phone number.
[CUSTOMER][NEUTRAL] Email is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh the phone number right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] I got a really bad memory. I'm sorry it's uh it's [PII].
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you for verifying that information for me. Now if we get disconnected, [PII] is a good number to call you back on?
[CUSTOMER][POSITIVE] Yes ma'am it's fine.
[AGENT][POSITIVE] OK, thank you. I appreciate that. Alright, let me look real quick. You should be able to use any dentist that you want to use.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You don't have a PPO plan?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let me give you our website because if they're not accepting the insurance, I mean really all they have to do is just call us and we can verify your benefits and we can even send them a fax to show what the fee schedule is and how we pay and what procedures we pay for um.
[AGENT][NEUTRAL] We can send all of that to them if they have any questions, but just in case they still decide that they don't want to take the insurance, I'm gonna give you our website if you can write it down.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna write it down right now.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] I'm sorry, AM what I got real bad service too.
[AGENT][NEUTRAL] OK, that's OK. It's [PII]
[CUSTOMER][NEUTRAL] Oh OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] When you go on the website.
[AGENT][NEUTRAL] The top right hand corner you're gonna in the search bar you're gonna put provider.
[AGENT][NEUTRAL] And then you're gonna press enter.
[AGENT][NEUTRAL] And then it's gonna bring up a page and then you're gonna click on provider resources.
[AGENT][NEUTRAL] Once you click on provider resources, it'll bring up a search for a provider.
[AGENT][NEUTRAL] And you'll click on that.
[AGENT][NEUTRAL] And you put your zip code in and they pull up all the dentists in your area by zip code that take this insurance.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][MIXED] Alright, well I really appreciate it, but it but it is not, but it is not a PTO account then.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It's no problem.
[AGENT][NEUTRAL] No, no, and um like I said, if they call the same number that you called, we can verify your coverage, we can send them a fax showing them that you have good insurance and also give them a payer ID number so that they can submit the claims and get paid. We can do all of those things if if you want them to go ahead and call us that way you can see that dentist if that's who you choose to see.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] Yes ma'am, yeah, because I, I used them before a couple of years ago and, and the whole reason I got insurance again this year because it just, it just got way too expensive before, um, and so I just canceled it for me and my wife and we went a year without insurance and we regretted every bit of it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we can't afford the we well we can't afford medical but I went through PNS transportation, the company I drive for and uh they gave me uh universal trucking benefits which put me to y'all so.
[AGENT][NEGATIVE] Oh no. Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Um, but we, we can afford the dental and the vision, we just can't afford the medical, it's just way too expensive.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, yeah, medical insurance is high all over the place.
[CUSTOMER][NEUTRAL] It was almost 20 just for me and my wife a month.
[AGENT][POSITIVE] Oh goodness gracious, that is high. That was with major medical insurance company, I'm sure.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah yeah it's.
[CUSTOMER][NEUTRAL] And we don't, yeah, I was just I was trying to go with uh Blue Cross and Blue Shield.
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] But anyway, it is what it is. um, any like we got a lot of medical issues or nothing like that. It's just, you know, I, I definitely wanna try to take care of my teeth though and get some new glasses.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Of course. OK, well, if you have any more problems like I said, just have them call us and we'll give them everything that they need to verify your policy so that you can visit that dentist, OK?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes ma'am thank you so much.
[AGENT][POSITIVE] You're welcome and you be safe on the road. We appreciate you calling Benny and thanks for calling APL today.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[AGENT][NEUTRAL] All right, bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] You're welcome.