AccountId: 011433970860
ContactId: da9c2d0d-2750-4f7e-85f7-51261b297cd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176279 ms
Total Talk Time (AGENT): 92295 ms
Total Talk Time (CUSTOMER): 58479 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/da9c2d0d-2750-4f7e-85f7-51261b297cd6_20250528T20:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see if you could tell me who's in network for my dental around in my area.
[AGENT][NEUTRAL] OK and your name is?
[CUSTOMER][NEUTRAL] [PII]. Last name is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, would that be payer ID or the group number?
[AGENT][NEUTRAL] No, ma'am, on your card, it's just a policy number.
[CUSTOMER][NEUTRAL] Oh, the poly. OK.
[CUSTOMER][NEUTRAL] It's 02616754.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK. Thank you. And verify your date of birth, mail address and email address, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um my email is [PII] and the address is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And well, with your dental policy, there's not a network, meaning you can go to any dental provider, uh you can present them with your card and that way they can call and verify benefits and eligibility, but we don't have a network as far as dental.
[CUSTOMER][NEUTRAL] Oh, so I could just go anywhere.
[AGENT][NEUTRAL] Yes, ma'am, and just give them your card and have them call us that way we can verify your benefits and eligibility.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, well.
[CUSTOMER][NEUTRAL] So with my benefits and my eligibility, I mean, is that, is it limited to certain places or is it gonna be the same no matter where I go?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's the same no matter where you go. Um, the only thing is I would say because your policy, it pays by usual customary and reasonable, uh, what that means is based on the [PII] zip code, um, we go by the usual customary reasonable amount, not saying that's how much they charge, but that's how much we will pay is by that UCR amount.
[AGENT][NEUTRAL] So that's the only thing as far as it would be different with different providers, but we don't have anything to give to where it would show what the UCR amount would be for each zip code. So you can still go to any provider.
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] OK, uh thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You, you too.
[AGENT][NEUTRAL] Bye.