AccountId: 011433970860
ContactId: e111f562-7bea-4403-956b-3aa07a070e61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283660 ms
Total Talk Time (AGENT): 151776 ms
Total Talk Time (CUSTOMER): 110120 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/e111f562-7bea-4403-956b-3aa07a070e61_20250207T23:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm hoping you're the right person, but if not, maybe you can refer me so I have um benefits through benefits and a card um through uh Creative Circle, which is like a third party recruiter essentially, um, and I have uh my account set up with you guys and I'm trying to figure out how to search if my dental provider is covered or not uh I'm not sure where to go to do that.
[AGENT][NEUTRAL] OK, yeah, we can definitely double check. Um, do you have your policy number for your dental policy?
[CUSTOMER][NEUTRAL] Um, I am logged in, so hold on just a second, yeah, um, so for dental it's 258-554-7.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] So if you're on, you're on the portal, right, where you're logged in? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] And all I see is like a contact help and then a claims form. So I'm like, OK, I'm not sure where to go.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So if you go back to our home page before you sign in just the APL like home website.
[AGENT][NEUTRAL] The easiest way honestly is if you type in that little search bar um just type in the word providers.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then hit enter.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you scroll down you'll see the first thing that comes up is provider resources it should be like a link you can click on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then provider resources you'll have to scroll down and then you should see a link there that says individuals with Carrington dental plans search dental providers.
[CUSTOMER][NEUTRAL] I see, uh, yes, I do see that. OK, cool. So that's where I look um is there any way if they aren't in network to verify how much might be covered for certain things?
[AGENT][NEUTRAL] Yeah, absolutely. So let's see what plan you've got here. So if you have a provider that you've been seeing and they're not necessarily um listed in network.
[AGENT][NEUTRAL] They should be able to contact us um and get a breakdown as far as like what your benefits pay for, um, so let's see.
[CUSTOMER][NEUTRAL] OK, because they were sending me to do that.
[AGENT][NEUTRAL] Oh, were they? OK. So, like, I'll let you know that like,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Your plan covers preventative and basic expenses only. So you don't have any sort
[CUSTOMER][NEUTRAL] So is that
[CUSTOMER][NEUTRAL] Would that be like cleaning and then like a basic like exam every 6 months? Um, and does that cover like X-rays, not full X-rays, but like, I guess they, they do these like side X-rays or something. Um, I'm just trying to figure out which part it would cause right now it's at like 290 for me to go visit them. So I can cut down that cost, then it would be more worthwhile.
[AGENT][NEUTRAL] So yeah, your plan covers 100% of preventative cost. So that's your basic like cleaning, oral evaluation, things like that. And then for X-rays, it covers 80% of that.
[CUSTOMER][NEUTRAL] Oh, OK, that's not too bad and that's if they're out of network?
[AGENT][NEUTRAL] Mhm yeah so you um yeah so and they can call us and like if we need to let them know we can send them um.
[CUSTOMER][POSITIVE] Oh, OK, that's not too bad.
[AGENT][NEUTRAL] A breakdown through facts as far as everything that's covered under what. Um, yeah, you just don't have any sort of major coverage. So that means like you don't have any sort of like oral surgery. That would be like crowns.
[CUSTOMER][NEUTRAL] Oh, yeah, yeah, yeah.
[AGENT][NEUTRAL] Things like that.
[CUSTOMER][POSITIVE] Yeah, no, thank you. I actually just, I already finished the crown, so I don't need that. Um, but yeah, I was, I'm really just, if every 6 months I can go and get like a basic cleaning and exam and maybe like a few X-rays, that would be fantastic.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely. So yeah, this, this plan will definitely cover that for you.
[CUSTOMER][NEUTRAL] All right. Mhm.
[CUSTOMER][POSITIVE] All right, thank you very much. I really appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. Anything else I can do for you?
[CUSTOMER][POSITIVE] Nope, that's it. I hope you have a lovely weekend.
[AGENT][NEUTRAL] That
[AGENT][POSITIVE] You too. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye.