AccountId: 011433970860
ContactId: 038a0016-52ef-4b23-9401-f22b8d5c1de0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 804320 ms
Total Talk Time (AGENT): 385654 ms
Total Talk Time (CUSTOMER): 218481 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/038a0016-52ef-4b23-9401-f22b8d5c1de0_20250610T18:32_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was fast. Hey [PII], um, I actually have a couple of questions. I have my insurance card with me right now, but I think I lost my dental card and I gotta go to a dental, uh, appointment, uh, Thursday.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was wondering what all
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] You said that you have a dental appointment on Thursday.
[CUSTOMER][NEUTRAL] And then I was wondering.
[CUSTOMER][NEUTRAL] Yeah, and I was wondering if there's any way I can get my uh dental uh ID number if possible.
[AGENT][NEUTRAL] OK, so I can help you with that. You're needing to get your dental ID card number and also
[AGENT][NEUTRAL] Um, I'm going to provide you some information for how to set up your profile in our portal where you can actually go ahead and have access to your ID cards also.
[AGENT][POSITIVE] So yes I can help you with these things.
[CUSTOMER][NEUTRAL] Alright, yeah, I try to.
[CUSTOMER][NEUTRAL] Yeah, that, that's what I try to do as well, but, uh, it turns out that I didn't have a account. I thought I set it all up.
[AGENT][NEUTRAL] Oh, OK. Well, I can help you with all of that. So first off, who am I speaking with?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, thank you. And [PII] and [PII], what, uh, do you go by [PII]?
[CUSTOMER][NEUTRAL] No, you can just call him a dolphin.
[AGENT][NEUTRAL] [PII], OK. All right. Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I'm going back tomorrow.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number?
[CUSTOMER][NEUTRAL] Policy number? What's the policy number?
[AGENT][NEUTRAL] Is it, yeah.
[AGENT][NEUTRAL] So do you have more than one policy or do you only have dental coverage?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I'm guessing it's multiple because it's.
[CUSTOMER][NEUTRAL] Y'all guys do multiple?
[AGENT][NEUTRAL] OK. No. OK, so I need to look up your information. And since you don't have your dental ID card and that's the policy of questions on, what is your full social, [PII], so I can look up your information?
[CUSTOMER][NEUTRAL] Oh alright.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] At my
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, doctor. So first off, I will need to verify your information for security purposes. So if you could please first verify your date of birth.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. The phone number that is on file for you is the same as the one that you gave me, so that is the best number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you, and lastly your.
[CUSTOMER][NEUTRAL] Well, well,
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Actually, can we, uh, go ahead and update that number if possible.
[AGENT][NEUTRAL] Your phone number?
[CUSTOMER][NEUTRAL] Or at
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So do you want me to remove this one that you gave me as your best contact number?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yeah, because I gotta trade this phone and I completely forgot about that.
[AGENT][NEUTRAL] Alright, so one moment.
[CUSTOMER][POSITIVE] Wait, no, no, we're good, we're good, we're good.
[CUSTOMER][NEGATIVE] I'm losing my head over here.
[AGENT][NEUTRAL] OK. Are you talking to me, Mr. [PII]? I mean, are you talking to me, [PII]?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] No, that, that's, that, that was all.
[AGENT][NEUTRAL] OK, so do we need, are we going to be changing your phone number?
[CUSTOMER][NEUTRAL] But now, uh,
[CUSTOMER][NEGATIVE] No, we don't keep it. I was thinking about it was the iPhone numbers but it's not.
[AGENT][NEUTRAL] OK, so we're gonna leave that same phone number on file. Is that correct?
[CUSTOMER][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] OK, all right, thank you. And lastly, what is your email address?
[CUSTOMER][NEUTRAL] Like [PII]?
[AGENT][NEGATIVE] I'm so sorry, your voice completely cut out. I did not hear the first part. I heard [PII], that's all I heard.
[CUSTOMER][NEUTRAL] Yeah, I I was like [PII] is it [PII] address for?
[AGENT][NEUTRAL] What is that Gmail address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. All right.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So a couple of things here.
[AGENT][NEUTRAL] Your policy number for your dental plan if you want to write this down.
[CUSTOMER][NEUTRAL] Alright let me get you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] It it's a paper
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm gonna still a sheet of paper for the month.
[AGENT][NEUTRAL] Oh, you're fine, no worries because I'm just gonna work on sending you an email as well with information on our portal, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On how to set up your profile and then also one that gives you some um information on using it on using the portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now the email that you will receive from me is going to come from care team.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] And I did put APL in your subject line and I've emailed it to that email that we verified with each other.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And I was [PII]o wondering what, what all does my dental insurance cover?
[AGENT][POSITIVE] OK. And you will be, and just, I'll be happy to give you some of the benefit information, and you'll also be able to see a copy of your policy certificate in that portal as well as your ID cards so that you'll be able to, you know, pull it up and look at your covered benefits as well. So give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then any, alright, so you can just let me know when you're ready and I'll be happy to give you that policy number if you wanna write that down. But again, you're gonna see that in your portal as well, right? So the policy number is gonna be 02.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 5964.
[AGENT][NEUTRAL] 90.
[CUSTOMER][NEUTRAL] I got 02596490.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Again, any information that's provided on your benefits would be a verification of benefits and not a guarantee of payment. So on this general policy that you have with APL, you have a $500 calendar year maximum benefit for covered services.
[AGENT][NEUTRAL] And a $50 calendar year deductible for covered services.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, this policy, it does not cover major services.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So things like, you know, crowns, root canals, things like that, this policy does not have benefits for those types of services. This has preventative.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And and coverage for basic expenses.
[CUSTOMER][POSITIVE] You're right.
[AGENT][NEUTRAL] So whenever you go, it allows for like your cleanings, oral evaluations, and X-rays. Again, preventative and basic.
[CUSTOMER][NEUTRAL] Yeah I got that's why I'm going to Thursday I mean it's a uh.
[AGENT][NEUTRAL] Only.
[CUSTOMER][NEUTRAL] I mean it's not really your type of dental but yeah you're the one thing you said it does not cover yeah that's what I'm going to but they gotta do the X-ray first so.
[AGENT][NEUTRAL] OK, so what I'm gonna recommend is for you to present your APL.
[CUSTOMER][POSITIVE] That's good.
[AGENT][NEUTRAL] Um, card or policy number again if you have the ability to print.
[AGENT][NEUTRAL] You can print that ID card for your dental policy from within your portal if you don't have that capability or pulling it up on your phone and showing it to them, you can give them our [PII] number and your policy number and they will call us to verify generally, they will call us to verify that you're eligible and ask about any benefits questions they need to know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'll, so the only thing that this is good for is for like.
[CUSTOMER][NEUTRAL] Like you said, it's basically for like your typical type dental like your uh.
[CUSTOMER][NEUTRAL] Like your uh X-ray and that's about it and.
[AGENT][NEUTRAL] Your basic and preventative, like you, you can, your cleanings, you can go once every 6 months for your cleanings. Um, bite wing X-rays, that's a specific type, that's once for a 12-month period, and a full mouth X-ray and panoramics, that's a once every 5-year benefit on this policy. Now, preventative, like your cleanings, that's covered at 100% of allowable.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But anything else that would be subject to your $50 calendar year deductible. So like your X-rays, anything that falls under basic, and then the coverage is 80% of the allowable.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I do know I have my uh.
[CUSTOMER][NEUTRAL] I do know I have my other card I guess I guess the dental came separate from it but uh on this one I have the Vision Medical pharmacy and Vision and.
[CUSTOMER][NEUTRAL] The providers are I call those providers yeah this is underneath a different one.
[AGENT][NEUTRAL] Right, so that's what because we vision isn't even a product that APL offers. So any questions related to any of those, yes, there should be phone numbers on that ID card for them, for those providers or for those.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Carriers.
[CUSTOMER][POSITIVE] Alright, and then, yeah, that's pretty much all I needed right there though.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Well, if that's, if you don't have any other questions, is there anything else I could help you with this afternoon?
[CUSTOMER][POSITIVE] No ma'am I appreciate it.
[AGENT][POSITIVE] Well, you are certainly very welcome, Mr. [PII]. It was my pleasure in helping you and when you get to set up your portal, if you have any difficulties or need assistance, um, just give us a call back and we'll be happy to try and help you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK. Well then, thank you again for calling APL. Yes, sir. Thank you and I hope you have a wonderful afternoon also.
[CUSTOMER][NEUTRAL] Yeah, what?
[CUSTOMER][NEUTRAL] You too. Mm bye.
[AGENT][POSITIVE] All right, thanks.