AccountId: 011433970860
ContactId: d8e6b81a-c1fc-46b8-9fe5-e720a6986a20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 495850 ms
Total Talk Time (AGENT): 219878 ms
Total Talk Time (CUSTOMER): 101613 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/d8e6b81a-c1fc-46b8-9fe5-e720a6986a20_20250402T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, um, my name is [PII], and I was calling to see if you could tell me what dentist offer to take my insurance.
[AGENT][POSITIVE] OK, I am happy to take a look, [PII]. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes, also I want you to tell me what all does my dental cover, but, uh, my policy number is 026076887.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, thank you. Let me just pull this up here one moment.
[AGENT][NEUTRAL] Alright. And do you have a good callback number, [PII], just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then for security, I need uh to verify your date of birth and address, please.
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][POSITIVE] All right, thank you so much. So.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you looking for just a general dentist?
[CUSTOMER][NEUTRAL] Uh, no, my tooth kinda fell out. I'm trying to see what I can do about like at least a crown.
[AGENT][NEUTRAL] OK, so like, let's see.
[AGENT][NEUTRAL] My options here are general dentist, oral surgery.
[AGENT][NEUTRAL] Orthodontics, probably.
[AGENT][NEUTRAL] I mean, a general dentist can help with pulling or replacing a tooth or we can check oral surgery.
[CUSTOMER][NEGATIVE] I think I just got off the phone with them. They don't do.
[CUSTOMER][NEUTRAL] Are you saying like in general what that that's just the category.
[AGENT][NEUTRAL] So you think you need like an oral surgeon then?
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] Some general that then is due to uh
[CUSTOMER][NEUTRAL] Crown, some do, some don't.
[AGENT][NEUTRAL] Yeah, I mean I can search under either specialty so if you have a preference, just let me know and I can search both and give you that or I can search one or the other. What's your preference?
[CUSTOMER][POSITIVE] OK, I can, you can give me both search one, I can call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So for a general dentist,
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] The closest place that comes up uh based off of your zip code is called Anniston Dental Quality Healthcare.
[AGENT][NEUTRAL] And that's A
[CUSTOMER][NEUTRAL] How long you said and
[AGENT][NEUTRAL] Yeah, [PII], it's [PII] [PII]
[AGENT][NEUTRAL] IS
[CUSTOMER][NEUTRAL] Oh, I, I, I know.
[CUSTOMER][NEUTRAL] I, I stay at [PII]. You said [PII], what? What is this place called?
[AGENT][NEUTRAL] Aniston Dental Quality Healthcare.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Their phone number is their phone number is [PII].
[CUSTOMER][NEUTRAL] I'm gonna just try them and.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The next closest place that comes up is Aspen Dental. It's located in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And their phone number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] There's quite a few providers at that location.
[CUSTOMER][NEUTRAL] Down in in down in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, as far as oral surgery,
[CUSTOMER][NEUTRAL] What about uh
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's Oxford Dentistry uh on that one.
[CUSTOMER][NEUTRAL] Also for family dinners, I mean.
[AGENT][NEUTRAL] Oh, for the general dentist?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] What was the name again? I'm sorry.
[CUSTOMER][NEUTRAL] Oxford family Benny.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I don't see them listed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, under oral surgery, the first place that comes up is Aspen Dental. So,
[AGENT][NEUTRAL] Um, if the other dentist does not do that, then Aspen Dental might be your next best option.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] As far as
[AGENT][NEUTRAL] What your plan covers. Let me pull that up here.
[AGENT][NEUTRAL] OK. So, it looks like your plan covers preventative and basic expenses. So I don't show any major coverage on here. It does cover like extractions.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Your basic cleaning is covered at 100%.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] But the plan itself, [PII], does not have any sort of major coverage on it.
[CUSTOMER][NEUTRAL] OK, so that's not, that's not gonna cover that with a crown and close to cosmetics.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, I mean, it would cover, it looks like simple extractions, um, type deal that's
[CUSTOMER][NEUTRAL] What is this?
[AGENT][NEUTRAL] It just says extraction. It just says extractions are covered and it gives a procedure code. So it would depend on, you know, it, it does cover just that, but there are no, there is no coverage on here for like crowns or anything like that.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. I'll call I'll send.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, is there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh no, thank you.
[AGENT][POSITIVE] All right, have a good day. Thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you.