AccountId: 011433970860
ContactId: df1cb91d-3b52-479d-89de-0d7c63ac3c9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313019 ms
Total Talk Time (AGENT): 98306 ms
Total Talk Time (CUSTOMER): 139106 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/df1cb91d-3b52-479d-89de-0d7c63ac3c9c_20250206T19:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, [PII]. I'm trying to see if the dentist I'm going to is in network with my dental plan.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] The callback number [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 0 2588 0 97.
[AGENT][NEUTRAL] And could you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you do need to verify the mailing address listed on file.
[AGENT][NEUTRAL] And then an email address please.
[CUSTOMER][NEUTRAL] I'll confirm the email, but then, what did you say first?
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] Got you, uh, mailing address.
[CUSTOMER][NEUTRAL] Um, I'm hoping the one I'm telling you is right because it could be 2, but maybe um [PII].
[AGENT][NEUTRAL] No, that's not the one we have on file.
[CUSTOMER][NEUTRAL] Got you, so [PII].
[AGENT][NEUTRAL] Yes, city, city, state and zip, please. I mean the zip, please.
[CUSTOMER][NEUTRAL] You said the what? I'm sorry?
[AGENT][NEUTRAL] I'm needing the zip code.
[CUSTOMER][NEUTRAL] ZIP code it is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And your email address listed on file.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Email will be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to see if a provider is in network with you?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yeah, if my dental clinic is the network.
[AGENT][NEUTRAL] OK, so with this policy, it's not based on in or out of network.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mm, so I guess I'll just give them my card and then.
[AGENT][NEUTRAL] So it's the provider's description.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Yeah, I I was just calling to see like if um.
[CUSTOMER][NEUTRAL] Since I know that the insurance I got is preventative, um, basically this plan is probably just gonna be preventative too, right?
[AGENT][NEUTRAL] This plan is dental. This is your dental plan.
[CUSTOMER][NEUTRAL] But not like dental preventative.
[AGENT][NEUTRAL] You do have preventative as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I guess I'm just trying to see if my appointment that I have with them today, if this insurance dental thing will cover me something, and if so, how much can I expect to get covered?
[AGENT][NEUTRAL] OK, so are you just going for your regular preventative?
[AGENT][NEUTRAL] Really
[CUSTOMER][NEUTRAL] It's like a, kind of like a, I don't know if it's considered an emergency, but I have like a feeling that needs to get looked at. So it's like an appointment for that.
[AGENT][NEUTRAL] OK. So what you may need to do is contact them, give them this information and then they will be able to call us and give us the codes in order for us to be able to verify what is covered on your policy.
[CUSTOMER][NEUTRAL] Mm, OK. So if I kind of wanted to
[CUSTOMER][NEUTRAL] Gauge my options and see, you know, where I can get the most out of this dental coverage.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] How do I
[CUSTOMER][NEUTRAL] You know, who do I need to talk to about that?
[AGENT][NEUTRAL] You would have to have the code in order for us to verify if it's covered under this policy.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] So that provider is the only one that has that code.
[CUSTOMER][NEUTRAL] Yeah. Yeah, that's why it's kind of weird because I would have to be seen first before I know if I can.
[CUSTOMER][NEUTRAL] If the insurance will pay it, or if I can afford it, kind of thing, but I guess that's just the way it works, right? I need to see the provider first and then see if the insurance will cover anything.
[AGENT][NEUTRAL] Normally what you would do, you would give the provider your insurance card either over the phone before the appointment or at the time of the appointment. The provider would then contact us and advise us of what will possibly be done that day while you're in the office, and they will give us those codes and we will be able to verify the benefits for those codes.
[CUSTOMER][NEUTRAL] Mm, got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I understand. Thank you so much. I'll do that.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.