AccountId: 011433970860
ContactId: 013eacf8-39de-4bc8-8537-e445215ea1ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 555780 ms
Total Talk Time (AGENT): 336819 ms
Total Talk Time (CUSTOMER): 202766 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/013eacf8-39de-4bc8-8537-e445215ea1ad_20250501T18:02_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] How you doing, [PII]? Uh, I just got my American public life, my ATL card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] And I called for customer service.
[CUSTOMER][NEUTRAL] To find a dentist in my local area.
[CUSTOMER][NEGATIVE] I was sent a text message that said hello this is your Hagerstown dentist and it was a phone number. I've been calling that phone number all day, not all day, but 3 times, and I was on hold for at least 20 to 30 minutes and I left a message to return my call and I haven't got a return call yet. Is there any way you can provide me with another dentist?
[AGENT][NEUTRAL] OK, so you have a dental policy with APL and you were trying to, you had spoken to someone regarding a network provider but you, you haven't been able to contact the one that you were given and so you wanted to see about getting another one?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct because this one.
[AGENT][NEUTRAL] OK, alright, yes, sir.
[AGENT][NEUTRAL] Oh, sorry, go ahead.
[CUSTOMER][NEUTRAL] Uh, like, it
[CUSTOMER][NEGATIVE] It seems like they're very busy or you know like I, I don't, I don't understand. I called 3 times to be on hold for 30 minutes.
[CUSTOMER][NEGATIVE] You know it's kind of frustrating. I'm, I'm just hoping I can contact another dentist where I can actually talk to somebody instead of the automated service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] looks.
[AGENT][NEUTRAL] Sure, so what I can do, what I will have to do for you first off is I can partially help you with this. I will need to pull up your policy information to verify some things with you first for security and see what type of coverage you have and then I will better be able to direct you on who you would need to speak to regarding that, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so first off, who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] 02612980
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. Give me just a moment please to get your policy information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, any information provided would be a verification of benefits and not a guarantee of payment. So if you can first please verify your date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you, and lastly your email address please?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Mr. [PII], thank you, uh Mr. [PII]. I was reading that and I just said the wrong thing. I'm so sorry. Thank you for verifying all of your information. So first off, have you set up your profile yet with APLs in APL's portal rather called the online service center where you can have access to your ID cards and policy information.
[CUSTOMER][NEUTRAL] No, I haven't done it. I just received, uh, you know, I just received my, um, thing in the mail, my card in the mail, and then it has a number to call in the back, and that's the number I called.
[AGENT][NEUTRAL] Has anyone discussed that?
[AGENT][NEUTRAL] Your cards, OK.
[AGENT][NEUTRAL] OK, so the documents that you received from APL does talk about setting up the profile in the online service center. So if when you get ready to do that, you need any assistance and help, you know, or help setting it up, you can call us back and we'd be happy to assist you with that. Now you're for, for the plan that you have through research staffing, I see that you have spoken to a couple of people here at APL who gave you the website to go to for the providers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now I can also give you the phone number for Carrington.
[AGENT][NEUTRAL] And connect you with Carrington directly.
[CUSTOMER][NEUTRAL] And then all those dentists that are on Carrington's network will accept this insurance, correct?
[AGENT][NEUTRAL] If you
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That would be a question for Carrington, but it is my understanding if they, you know, I, I, again, I can't 100% say that because I'm not with Carrington.
[CUSTOMER][NEUTRAL] Oh, do I have to call [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir, I can give you their phone number and I can connect you with them as well, but I wanna make sure you have their phone number so that in case our call were to get disconnected you could call them directly.
[CUSTOMER][NEUTRAL] OK, I don't have a pen with me at this time, so if you could connect me, that would be, you know.
[AGENT][POSITIVE] Yes, sir. I'll be happy to do that and um.
[AGENT][NEUTRAL] Then I can also if you would like Mr. [PII], I know it talks about that online service center portal for us but I do have a user guide for that that I can email to you if you would like for me to do that as well.
[CUSTOMER][POSITIVE] Oh, that would be awesome.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm [PII] and I haven't had insurance in like 15 to 20 years, so I'm new to how this, how, how to get started again.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All of this works. Oh, sure, I understand, and it's ever changing, so I I totally get that. So I will, I will go ahead and include, I'm gonna send you that user guide in your email. I will put Carrington's phone number also in that email so that just so that you'll have it.
[CUSTOMER][POSITIVE] Awesome awesome.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Well, you are very welcome. So is there anything else that I could help you with before I connect you over to Carrington?
[CUSTOMER][NEUTRAL] No, uh, but, uh, uh, now can you just tell me what the difference between LPL and Carrington is?
[AGENT][NEUTRAL] APL we are the we are the insurance company that processes your claims. Carrington is the network provider company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That different providers can you know enroll or sign up for to be part of their network.
[CUSTOMER][NEUTRAL] Now, can you, uh,
[AGENT][NEUTRAL] Carrington is the network.
[CUSTOMER][NEUTRAL] OK. Uh, I don't know if you can verify this or not, but do I have access to orthodontist also or just dentist?
[AGENT][NEUTRAL] OK, so on your policy, and again, any information provided on this, Mr. [PII] would be a verification of benefits and not a guarantee of payment, but on your plan that you have, there are not any benefits for orthodontics, that is not covered.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Is there a policy that does that I that I can upgrade it?
[AGENT][NEUTRAL] No sir, not with the APL, but any other benefit options that you might have available to you through your employment with Surge, you would have to speak to one of the representatives with benefits and a card or BIC. They could put BIC like the PINs because that's the company that you enrolled through for any insurance you have you enrolled with them and then they provide the different companies your information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that is a question for them. Do you have their phone number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes I do yes I do.
[AGENT][NEUTRAL] OK, OK. All right.
[CUSTOMER][NEUTRAL] And I'm and I'm gonna call them right right after I because the thing is I have permanent retainers and they have to be adjusted and that's.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Through an orthodontist from what my experience was.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm. So yes, sir, this plan doesn't have any for, there's no major services covered under this plan.
[CUSTOMER][NEUTRAL] And you know, so I
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] This is for, this is preventative and basic expenses.
[CUSTOMER][NEUTRAL] Right, it's just, uh,
[CUSTOMER][NEUTRAL] Yeah just some general dentistry.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Basically.
[AGENT][NEUTRAL] Yes sir, essentially.
[CUSTOMER][POSITIVE] OK, not a problem. Alright, thank you so much. I appreciate your time. I'm gonna.
[AGENT][POSITIVE] Well, you're absolutely and
[CUSTOMER][NEUTRAL] I'm gonna call [PII]'s office right now and find out how to get this started.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Now I can try do you want me to transfer you to [PII] and then you can call.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, so I will do that and then one last thing just um so you know what to look for in your email, the email you're gonna receive from me is going to come from [PII] and I will put APL in the subject line so that that's easy to recognize.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] All right, well, you're certainly welcome, Mr. [PII]. So if that's all I can help you with at the moment, thank you again for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too you take care.
[AGENT][NEUTRAL] All right, thank you. All right, one moment, please.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you