AccountId: 011433970860
ContactId: e54eaf67-78d8-439f-90dc-44fe9110a096
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320010 ms
Total Talk Time (AGENT): 183184 ms
Total Talk Time (CUSTOMER): 96246 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/e54eaf67-78d8-439f-90dc-44fe9110a096_20250306T19:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was trying to uh schedule a dental appointment and they asked me what type of plan I have. Can you, are you able to tell me what type of plan am I? She's saying like PPO, HMO or something like that.
[AGENT][NEUTRAL] OK, so you're wanting to know the type of policy or type of plan you have on your dental coverage, is that correct?
[CUSTOMER][NEUTRAL] Correct, and I'm wondering, did they take accept it, yes, mhm.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, well, I can help you with that and who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] Policy number is 02579731.
[AGENT][NEUTRAL] OK, thank you. So give me a couple of moments, please, Mr. [PII], to get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and so any information that I provide for you today, Mr. [PII] would be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have for you is also the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Thank you and lastly your email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying all of your information. Alright, so this plan that you have with APO Mr. [PII], it is not a network plan, so that means you can select any provider to go to. It is not a PPO plan.
[CUSTOMER][NEUTRAL] OK, so I think she was saying about that, right, but so that means because she was saying like they don't accept one of the plans is either PPO or MMO or something, one of those plans they don't accept.
[AGENT][NEUTRAL] You can choose any provider.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir, and your policy, neither is neither of those things.
[CUSTOMER][NEUTRAL] Neither, so I probably can't go there then, right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Well, I thought you just, OK, maybe I misunderstood. I thought that she said that they would not accept it if it was a PPO or the other one.
[CUSTOMER][NEUTRAL] I think she said that. I think she said, I can't even remember. I'm sorry. It was.
[AGENT][NEUTRAL] Is that right?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] So what I would recommend is, so you, OK, this policy is like again it is a non-network plan and the covered services on your plan, Mr. [PII] are based on a percentage of the usable and customary charges for the region that your service provider is in.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] So what I would recommend is giving them your policy number and our phone number and they can call us to ask any more, you know, like detailed questions specific to things they might need to know.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But this is not a PPO plant.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, alright, alright, well thank you so much.
[AGENT][NEUTRAL] Well, you're welcome and one last question for you, Mr. [PII], have you ever set up your profile in the APL online service center so that you can have access to your ID cards and your policy information online?
[CUSTOMER][NEUTRAL] You, I, I don't think I have. I don't think I have. I like I said, I've been on the go, go, go, and I'm just sitting down really like I need to schedule some appointments and get some dental work done here. So, oh, cool.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, well I have just emailed you the user guide for how to set up that profile so that you know when you have a moment you can do that because again it will give you access to your ID card so if for any reason you know you needed an ID card and you didn't have one with you, you could get it from your portal.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Appreciate it.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK, and that email will be coming to you from [PII] team [PII] and I did put APL online service center in your subject line so that that'll be easy to recognize.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Well, you're welcome, Mr. [PII]. Is there anything else I could help you with today?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] OK. Yes, sir, you're welcome and thank you for calling APL. I hope you have a wonderful afternoon and safe.
[CUSTOMER][NEUTRAL] Alright you as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye bye bye.
[AGENT][NEUTRAL] Bye bye.