AccountId: 011433970860
ContactId: f5c74203-65ca-4ac7-8b64-b33211a1bcae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 646359 ms
Total Talk Time (AGENT): 223576 ms
Total Talk Time (CUSTOMER): 191828 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/f5c74203-65ca-4ac7-8b64-b33211a1bcae_20250211T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to find a provider um.
[CUSTOMER][NEUTRAL] For dental?
[AGENT][NEUTRAL] OK, I can help you with that um finding a provider, can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] callback number is [PII].
[AGENT][NEUTRAL] OK. And then what is your policy number, sir?
[CUSTOMER][NEUTRAL] Yeah, let me pull up right now.
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 2451054
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also I'll need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Yeah, that, uh, address is [PII]. Email is [PII] and phone number is [PII].
[AGENT][POSITIVE] OK, thank you so much. So I'm going to refer you to our website. Do you have a pen and paper handy?
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] OK, so you're gonna go to [PII].
[AGENT][NEUTRAL] And that's like [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] When you get on our website in the top right hand corner you're gonna click the little magnifying glass to search and you're gonna put in provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then when you press enter it's gonna bring you to another page and you're gonna select provider resources.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] And, yes.
[CUSTOMER][NEUTRAL] Sorry, I'm, I'm on the website right now.
[AGENT][NEUTRAL] And then after you
[AGENT][NEUTRAL] Sir?
[CUSTOMER][NEUTRAL] So I'm, yeah, sorry, I'm on the website.
[AGENT][NEUTRAL] You're on you're on there now?
[AGENT][NEUTRAL] OK good so once you get into provide resources you're gonna search for your provider by your zip code.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So I go to kind of finder.
[AGENT][NEUTRAL] And it should pull in all the providers in your area.
[AGENT][NEUTRAL] By your zip code.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] So I do see [PII].
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, so I actually went to this location. I went.
[CUSTOMER][NEGATIVE] Uh, 5 minutes ago there and they said they couldn't verify or find the like the policy information. They said they carry keratin, um, but for my plan they don't accept my plan.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, if they give you any push back, have them call us and they can um.
[AGENT][NEUTRAL] Verify your benefits through us and we can send them something called a fax back.
[AGENT][POSITIVE] That will give your complete benefit breakdown to show that your insurance is good and it is a valuable insurance policy to have.
[CUSTOMER][NEUTRAL] OK, so if they do deny that I could just, uh, continue with the appointment and what they call you guys back.
[AGENT][NEUTRAL] Yes they should call us and be able to verify your benefits um and then they can send the claim into us the claim information is on your card.
[AGENT][NEUTRAL] On the back of it.
[AGENT][NEUTRAL] And it'll also be on the fax back that we send to them.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If I, if I go back, um, would you guys be able, would you be able to like verify with them there or no?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, yeah, I'm [PII].
[CUSTOMER][NEUTRAL] Sorry, sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] I'm here.
[CUSTOMER][POSITIVE] Yeah, yeah, I could send you the phone you know.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have a I'm not sure provider on the phone.
[CUSTOMER][NEUTRAL] Uh, she said if you wanna talk directly they said you take it out to you they could talk directly to you. Hello.
[AGENT][NEUTRAL] Hello, this is [PII] with American Public Life. Hi, this is [PII] with American Public Life.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yes, so I wanted to know what dental network is that OK.
[AGENT][NEUTRAL] If you, if you can give.
[AGENT][NEUTRAL] OK if you can give me your fax number I will send you a a fax back with this complete benefit breakdown and procedure code. It also has his waiting period, his frequency.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] To show that he has coverage his coverage is under the use.
[CUSTOMER][NEUTRAL] Right, he may have, ma'am, he may have coverage, but we might not take his insurance. This is why I need to know what dental network is it?
[AGENT][NEUTRAL] It is APL it is through Carrington and it's and it's paid the fee schedule is um UCR usual customary reasonable and if you can give me that fax number I'll send you a.
[CUSTOMER][NEUTRAL] Alright, and what.
[CUSTOMER][NEUTRAL] What dental plan is that?
[CUSTOMER][NEUTRAL] She's not answering my question. What plan is that with [PII]?
[AGENT][NEUTRAL] The dental plan.
[AGENT][NEUTRAL] It's American Public Life, and if you give me your fax number, I'll send you a fax back, it'll give it a breakdown.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah, we don't take that.
[CUSTOMER][NEUTRAL] OK, it's giving me the breakdown, but what I was trying to explain to the gentleman here.
[CUSTOMER][NEUTRAL] His insurance, his plan, we do not take. So he may have coverage, but we do not take his plan. So this is what we were trying to find out what plan he has with his like what dental network he has with [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand what you're saying if you wanna put him.
[CUSTOMER][NEGATIVE] Not that he has coverage. He needs to know what plan he has.
[CUSTOMER][NEUTRAL] So we are not contracted with his plan.
[AGENT][NEUTRAL] OK. Let me look real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So he has um
[AGENT][NEUTRAL] The coworks 1000 plan.
[CUSTOMER][NEUTRAL] Yeah, we don't think that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So can you get a list of providers that would take his plan?
[AGENT][NEUTRAL] Alright, it
[AGENT][NEUTRAL] Uh, you are on our provider list.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] We may be on the list, but we don't, we don't have a contract with that plan. We have a contract with plan 28.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the only plan we say with 28 plan.
[AGENT][NEUTRAL] OK, alright, if you wanna put him back on the phone I'll transfer him over to [PII] so that he can get more information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, hey, [PII], this is [PII]. um, so I'm gonna transfer you to Carrington while you're there in the office so that the questions that she is asking about the Carrington coverage, you'll be on the phone with them so that they can verify the coverage.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] That way you have somebody else to help you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, it's gonna be a brief hold. I'm gonna transfer you on over.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you