AccountId: 011433970860
ContactId: f9367345-973a-4bad-9a83-2b0e95e293c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435880 ms
Total Talk Time (AGENT): 225768 ms
Total Talk Time (CUSTOMER): 188442 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/f9367345-973a-4bad-9a83-2b0e95e293c3_20250527T18:25_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, [PII], I just spoke with [PII]. She sent me a list of the dentals, oral surgeons, um, in my area, but all of them are far, uh, then none of them are locally within my city. I was trying to see if um I provide you with the policy number if you could find something a little bit closer because everything's over 100 miles away.
[AGENT][NEUTRAL] OK, so you're trying to find a provider in your area. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, I need, yes, an oral surgeon in the area, yes ma'am.
[AGENT][NEUTRAL] Uh yes, sir. I can try and assist you with this. And who am I speaking with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII]. What is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Not a problem. That's 02277630.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm so OK, so first off, all information, um, or rather any information that I provide for you today, Mr. [PII] will be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] And I will need to verify several things with you for security purposes first, so first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then also the um phone number that we show for you is the same as what you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so Mr. [PII], you said that [PII] sent you a list of providers. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, in network yeah the in network, but they're just far away. I was just trying to see if there was something closer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] OK, so there's a little bit of confusion. Um, on this policy, your, your dental policy that you have, it is not a network plan. So you can select, we don't even have a list for the type of policy you have of network providers.
[AGENT][NEUTRAL] You can choose any oral, you can choose any provider.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Because yeah, the place I went to, they uh they don't accept American public life, so I was just trying versus calling each oral surgeon locally in my city. I just figured because I can't get on the website um it's saying that there's a launch going on tomorrow so I can't get on there to look it up, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir, but that's right, but that is some information that once, but even on your portal that you would not be able to see anyway that's gonna give you access to your, are you referring to the online service center?
[CUSTOMER][NEUTRAL] Yeah, the online service center, yes ma'am.
[AGENT][NEUTRAL] OK, so yes sir that will give you when you're able so you haven't set up your profile yet, but you have the information on how to set it up.
[CUSTOMER][NEUTRAL] Yes ma'am, I do. It's just it when I tried to was giving me an error then they told me there's a new website coming out tomorrow and I get it. There's a system change, so that's why I called, but I was just trying to see if there was something I, I guess since I don't have a network, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] So yes,
[CUSTOMER][NEUTRAL] For the policy that I do have.
[AGENT][NEUTRAL] Right. There's, and I, so I think there was some confusion cause I'm not even um
[AGENT][NEGATIVE] I don't know what that's even a list would look like of what she sent to you. I can't see that.
[AGENT][NEUTRAL] Um, is she just got confused on which plan you have?
[AGENT][NEUTRAL] But you can select, yeah, you don't have a network and there's not gonna be anything in your portal once you do set it up that gives you any type of list of providers.
[CUSTOMER][NEUTRAL] Uh, I'm not sure.
[AGENT][NEUTRAL] Because again, you can go anywhere.
[CUSTOMER][NEUTRAL] and you said it's because of the type of policy I have, right?
[AGENT][NEUTRAL] Mhm. Yes, your dental policy is not a network policy. So you may select any provider to go to. We don't have a list of providers.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, well, let me reach out to a couple of other locations and see if they do accept that particular plan since I can go anywhere and just go forward from there. I do appreciate it. Thank you for your time today.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes. Well, you're, oh, you're certainly welcome. And did [PII] email that to you, Mr. [PII] just out of curiosity?
[CUSTOMER][NEUTRAL] Yeah she did yeah she yeah she emailed me the list of you know um well they're not in network but she did send me a list in regards to my options I should say in regards to that matter so I do have a list but they're just far from my home.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, well, you.
[AGENT][NEUTRAL] Right. Well, just disregard that list because that, again, that would not apply to your policy, since this is not a network plan.
[CUSTOMER][NEUTRAL] I do understand. I do and that and there's nothing you can send me though, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, there's not, because again, with there not being a network and, and you've been able to make any selection, yes, sir, I don't.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] No, I definitely understand makes perfect sense. Uh, what I'm gonna do now, I'm gonna just go.
[AGENT][POSITIVE] OK, and I'm sorry about any confusion though.
[CUSTOMER][NEUTRAL] Oh no, no, there's no need to apologize, it's just trying to different ways to reach the same goal, that's all it's OK, um, all I'm gonna do at the moment, I'm gonna just reach out to a couple of of the oral surgeons there and go from there. That's all, no big deal.
[AGENT][NEUTRAL] OK. All right, Mr. [PII]. Well, again, is there anything else that I could try and help you with at the moment?
[CUSTOMER][POSITIVE] Uh, not at the time, ma'am. I do appreciate it though. Thank you.
[AGENT][POSITIVE] Well, you're very welcome. And thank you again for calling APL. I hope that you have a very nice and safe afternoon.
[CUSTOMER][POSITIVE] I appreciate it thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.