AccountId: 011433970860
ContactId: 046231c1-a933-4c47-a74b-95166cf45b3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1460030 ms
Total Talk Time (AGENT): 453449 ms
Total Talk Time (CUSTOMER): 617840 ms
Interruptions: 12
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/046231c1-a933-4c47-a74b-95166cf45b3d_20250512T14:49_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah this is [PII] here from [PII]. Uh, I gotta get some verification. I, that I've I.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Sure, my
[CUSTOMER][NEUTRAL] Insurance is still valid here but I need to get.
[CUSTOMER][NEUTRAL] Some documents they have to show the uh.
[CUSTOMER][NEUTRAL] Public.
[CUSTOMER][NEUTRAL] I gotta show the child support worker because I paid child support and they sent me a letter.
[CUSTOMER][NEUTRAL] Uh, that I, I think we've done this before, but I think there's a new child support officer at the county up here.
[CUSTOMER][NEUTRAL] They're dealing with the same one
[CUSTOMER][NEUTRAL] For the last 8 years, but can you look up my account and get me signed up online here too so I can, and I should get a copy of my cards here too.
[AGENT][NEUTRAL] OK. Um, do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] What I need.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] You what would that be?
[CUSTOMER][NEUTRAL] Policy certification number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] Yep 023.
[CUSTOMER][NEUTRAL] 13825.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yep, yep [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] I don't know if I'm signed up online. It might have been a long, long time ago, but I just pulled it up here with this secure [PII]. Maybe you can get me, get me signed up on that too, but.
[AGENT][NEUTRAL] Yeah, I can check.
[AGENT][NEUTRAL] I could check that. I could check that for you. I don't show that you've created an account. Let's get you verified. Can you verify your date of birth, your mailing address and email address, please?
[CUSTOMER][NEUTRAL] Yeah, but
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[CUSTOMER][NEUTRAL] And what else?
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] Yep [PII].
[AGENT][NEUTRAL] Do you have an email address on file?
[CUSTOMER][NEUTRAL] Yep, yep, uh [PII].
[AGENT][POSITIVE] Oh, OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It's for my dental insurance, right? That's, that's.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] But discovered
[CUSTOMER][NEUTRAL] I, I sometimes get confused on who to call here. I called some other number and that was an oddball. I don't, it wasn't you guys that dialed the wrong number, but, but it's you. I don't, I don't really United Trucking benefits, uh, what, what are they and then what see I don't know which, which who's who.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, uh, universal trucking is considered technically an employer and that's who your, uh, your dental plan is through universal trucking, so I just kind of picture them as an employer. I know that you're independent trucker, but you have coverage through that location and then of course APL we administer the policy so we process your claims, uh, provide benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep, yep.
[CUSTOMER][NEUTRAL] OK, so you're the, you're the actual, you're the actual insurance company, right? APL American Public. I called this number here, but it's, it was from some information on a sheet of paper from 019.
[AGENT][NEUTRAL] Insurance.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] What number did you dial?
[CUSTOMER][NEUTRAL] I called their number at [PII]. I think it was [PII] but it says it was.
[CUSTOMER][NEUTRAL] No longer service I I guess if I don't need to talk to him.
[AGENT][NEUTRAL] OK, I'm not sure whose number that is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well it was supposed to be an agent called [PII], but I this is a sheet of paper I had cleared back on [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] I'm glad I got a hold of you guys so we just do everything through you, right? Anyway, right? Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Pretty, yes, pretty much.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] So, um, do you have the uh web address so that we can help you set up an online account because I don't show that you have one set up currently.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, yeah, I got it.
[AGENT][NEUTRAL] And so, um, the, so you're on the homepage?
[CUSTOMER][NEUTRAL] I got it here yeah it says username.
[CUSTOMER][NEUTRAL] Yep, it says APL contact us help up in the upper left and then you know the sign in.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, correct. So to the right.
[CUSTOMER][NEUTRAL] New press new user?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, new user.
[AGENT][NEUTRAL] And then you'll describe.
[CUSTOMER][NEUTRAL] Which role best describes an individual?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, go ahead.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] As you enter the next, the security questions on the next page, um, if you could spell your last name for me, if you can provide your social security number out loud so that I know that it matches what we have in our system, you've verified your residential zip code and email and date of birth. So, um, spell spell out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so I just type this in as I say it to you then [PII].
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] I'll say it [PII] zip code [PII]. That's right, then I'll put [PII] in there.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I got that and then press next.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] Oh, there seems to be a problem. It says no user was [PII]ound.
[CUSTOMER][NEGATIVE] No it says call customer service.
[AGENT][NEUTRAL] OK, so [PII] is your last name [PII]
[CUSTOMER][NEUTRAL] Well that's funny. Last name is [PII] 46.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I show your social is and I'm just reverifying um that we have on file for you is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the residential.
[CUSTOMER][NEUTRAL] Yeah, that's what I got typed in.
[AGENT][NEUTRAL] Zip code is [PII] and we have a date of birth of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] And let me go back and look at your email. We have a letter [PII] as in [PII] or your first name or [PII].
[CUSTOMER][NEUTRAL] It will be
[AGENT][NEUTRAL] Your last name? Oh, I have [PII] Hold on one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well it should be yeah it should be [PII] and cat that must be what the glitch was.
[AGENT][NEUTRAL] Yes, [PII], yeah.
[AGENT][NEUTRAL] I think so. Let me update it real quick.
[AGENT][POSITIVE] Try it again, and you should be good to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah I'll just press the next button here.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Boom there we got OK now it says create a user name.
[AGENT][NEUTRAL] OK perfect so you'll create your username and password.
[CUSTOMER][NEUTRAL] Uh, I know.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] See what's the date today [PII] tomorrow.
[CUSTOMER][NEUTRAL] On phone I keep track of everything here because otherwise you get OK username can just be any old maybe I'll just put.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Yep, uh, make sure it doesn't, uh, not, yeah, it has to be totally different than your email.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, yeah, very well then I better go back and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] Alright, you just put [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII], is that enough?
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] 67
[CUSTOMER][NEUTRAL] 7 digits.
[CUSTOMER][NEUTRAL] Alright then password.
[AGENT][NEUTRAL] I think you're
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, your password I think it tells you.
[CUSTOMER][NEUTRAL] I'm gonna tell you my.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] there is criteria to create the password. So for instance, at least one upper case, of course a lower case a number and you should see the accepted symbols that you can use.
[CUSTOMER][NEUTRAL] OK, maybe we better press that that I thing on.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well, I just typed it in, but it won't show it though I can't.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] It's all dots.
[CUSTOMER][POSITIVE] And I hope that does the trick.
[CUSTOMER][NEUTRAL] Email I can just populate that right on there primary phone [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] That didn't work.
[AGENT][NEUTRAL] Are you trying to what are you doing at this point?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh it's putting in the phone numbers now.
[AGENT][NEUTRAL] Oh, to receive text messages?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK. The number that you gave me, is that a cell phone?
[CUSTOMER][NEUTRAL] Yep yep.
[AGENT][NEUTRAL] So you could use that one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just think
[CUSTOMER][NEUTRAL] Goes into the other line.
[CUSTOMER][NEUTRAL] OK, they're both the same now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] The rest of it. I got it I got it all written down. OK, I'll press the next button.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Your account has been successfully created. Press the log in button over there.
[AGENT][POSITIVE] And that is correct.
[CUSTOMER][NEUTRAL] You know, go
[AGENT][POSITIVE] Yeah, that is correct. I'm showing it um active at this time so perfect you're set up there.
[CUSTOMER][NEUTRAL] [PII] one.
[CUSTOMER][NEUTRAL] And then the password.
[CUSTOMER][NEUTRAL] Alright, sure and it's got the show.
[CUSTOMER][NEUTRAL] Oh you gotta hold it.
[CUSTOMER][NEUTRAL] Alright, submit
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's in. I think it's in there now. Let's see new text message notification. Oh, you'll receive claim status updates via text messages. Enter your 10.
[AGENT][NEUTRAL] All right. Can you hold on for a minute, one second, [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah, yep, yep.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, I'm on the phone
[CUSTOMER][NEUTRAL] What do you need now, mom? What do you need when I'm on the phone? I can't hear you.
[CUSTOMER][NEUTRAL] Oh st
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] It never win.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] What are you doing?
[CUSTOMER][NEGATIVE] You, you got, I, I wish you could take care of more business on the phone.
[AGENT][POSITIVE] Thank you so much, [PII], for holding.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yeah, OK.
[AGENT][NEUTRAL] OK, so we got your online service.
[CUSTOMER][NEUTRAL] Uh, I'm on the phone, mom.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yeah, that's right, go ahead ma'am.
[CUSTOMER][NEUTRAL] OK, you're ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You there yet? Yeah, yeah, OK, should I press the verify button then here for my phone number?
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yes, so like if you whenever you send us a claim and once the claim is processed you'll receive a text message saying either processed or completed um it doesn't say the outcome whether it was paid or denied it'll just let you know that we've finished completing that claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so now my daughter is on here. You got her.
[CUSTOMER][NEUTRAL] It looks like there was one on the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], but her, her, you should type in her name is [PII]
[AGENT][NEUTRAL] OK, so she's a dependent on your plan.
[CUSTOMER][POSITIVE] But maybe you just got abbreviated there because I yep, and she's on my plan right because that's what that's what I gotta show the the child support worker up there.
[AGENT][NEUTRAL] OK. What's her.
[AGENT][NEUTRAL] I see it.
[AGENT][NEUTRAL] OK, what's her date of birth?
[CUSTOMER][NEUTRAL] So, I wanna
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I do see [PII] here.
[CUSTOMER][NEUTRAL] I just don't have 100% memorized.
[AGENT][NEUTRAL] OK. And so you're calling, you just need proof of coverage on her?
[CUSTOMER][NEUTRAL] Yeah, well, let's see what this, I, I thought like I was gonna call up there first, but I thought I better call you guys and see where I'm at with the what do they need here.
[AGENT][NEUTRAL] Yeah, it's child support, they're probably wanting to verify that you have coverage, and this is dental coverage.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah, reminds you of your qua order thing to provide sales to.
[CUSTOMER][NEUTRAL] This this letter request proof that you have applied for health care. Well, that's all.
[CUSTOMER][NEUTRAL] Tells what happens if I don't provide proof.
[AGENT][NEUTRAL] Now, are they referring to medical, like medical coverage?
[CUSTOMER][NEGATIVE] You must give us no, no, just, just any insurance. I've had this. I've had this all along. I've never had any medical insurance on, on my daughter. It's just been this, this year, you know, I don't, I don't know what's in that. I think sure that's what's in our divorce thing, which is a sad thing too, but that's another.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says here they just want written proof that you have applied for if if you have a healthcare coverage in place, you must also give us our [PII], former wife, the proper identification cards and claim forms necessary to use and then a signed statement from your employer. I don't need to do that because I'm self-employed.
[CUSTOMER][NEUTRAL] So I don't whatever you gotta give me you think you gotta give me so I can throw them up there it's probably all on on the right here, isn't it? Or or you can you you gotta send me something.
[AGENT][NEUTRAL] I don't know if the form that you need, I mean, I don't know if the ID card is sufficient or if they're wanting like a um certificate of coverage letter.
[CUSTOMER][NEUTRAL] Yeah, I, I would say it's just pretty good coverage but [PII]'s name on there in my name.
[AGENT][NEUTRAL] I'm
[AGENT][POSITIVE] I, I would agree.
[AGENT][NEUTRAL] I would agree. So let me, uh-huh, let me get there. Give me one moment.
[CUSTOMER][NEUTRAL] Can you do that then
[CUSTOMER][NEUTRAL] I wonder if you can send this right to him then it then it you know.
[AGENT][NEUTRAL] Yeah, we'll have to, yeah, we'll have to send it to you since you're the policy holder.
[CUSTOMER][NEUTRAL] They can give you their
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Alright, you can't send it to the child support officer, huh? You don't wanna.
[AGENT][NEUTRAL] Yeah, we'll have to send it to you since you're the policyholder, unfortunately, I wish we could.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] Oh yeah, that's fine.
[CUSTOMER][POSITIVE] If you if I get it, get it, I'm gonna call him then here pretty soon and tell him.
[AGENT][NEUTRAL] Do you want it emailed that way you can just forward the email to them with the attachment, would you like for us to email it to you?
[CUSTOMER][NEUTRAL] Yeah, why don't you do that and I can, I can print it now. I I don't, you know, it doesn't see. I looked in my for my cards here. I got, I got copies of the old cards here clear back to 23, but you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the policy number on the card that you have, the one that you gave me?
[CUSTOMER][NEUTRAL] Yeah, yeah, it says 023.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] 13825.
[CUSTOMER][NEUTRAL] There's something different on 231-382.
[AGENT][NEUTRAL] So that, so that card is still, that's OK because you have the same policy.
[CUSTOMER][NEUTRAL] Well this this is just a I must have lost them cards because I just made a copy of them.
[CUSTOMER][NEUTRAL] To put in my, you know, in my drawer here.
[AGENT][NEUTRAL] OK, so are you requesting.
[CUSTOMER][NEUTRAL] So I don't know if you can give me a couple of new cards too then then then I could give one to.
[AGENT][NEUTRAL] Do you, OK, do you want me to?
[CUSTOMER][NEUTRAL] [PII]'s mother too then.
[AGENT][NEUTRAL] OK, do you want me to email the card as well?
[CUSTOMER][NEUTRAL] Well I guess so and then I can print them I suppose.
[AGENT][NEUTRAL] You can, you can.
[CUSTOMER][NEUTRAL] Then just cut them out or whatever. Can you do that? You probably send ones that are that are plastic, but I, I don't think we need.
[AGENT][NEUTRAL] I can. So give me one moment.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] What was your
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Right, it says my ID cards on here because I wonder if wanna press this thing.
[AGENT][NEUTRAL] Mhm. That, that's a card.
[AGENT][POSITIVE] Yeah, that's the right card.
[CUSTOMER][NEUTRAL] It's loading or something here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just taken off. It had a one of the PDF things over there on the side.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I think I think they're here.
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][NEUTRAL] Yeah but it says 3123, so that's.
[CUSTOMER][NEUTRAL] You don't need it doesn't need to save this year's data.
[AGENT][NEUTRAL] That's just basically the effective date that your, that's the the date your policy became effective. So they want to see that as well, March.
[CUSTOMER][NEUTRAL] Oh, I, I, yeah, we've had this policy for years, but I think that something lapsed in 23 or something. That's only a couple of years ago.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah, it, it yeah, it does look like you had a previous dental plan. Let me see. I'm showing one that was a.
[CUSTOMER][POSITIVE] That's funny that it it.
[CUSTOMER][NEUTRAL] I've had this for 10 years I think.
[AGENT][NEUTRAL] Yeah, I'm showing the initial one was effective [PII].
[CUSTOMER][POSITIVE] Yeah, that sounds right, yeah.
[AGENT][NEUTRAL] And it turned [PII] and then you received a new policy number.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Yeah, that's that I changed bank accounts and never got it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Back into that's what happened.
[AGENT][NEUTRAL] So the card that you currently have is the most current card for you.
[CUSTOMER][NEUTRAL] Yeah, that was.
[CUSTOMER][NEUTRAL] Alright, I, oh, you know, I could probably just print them here then off of off of the site then, right?
[AGENT][POSITIVE] You can, you can. Yes, you can.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] And then you then you can just send me that that uh an email with the.
[CUSTOMER][NEUTRAL] What do you call that again?
[AGENT][NEUTRAL] Certificate of credible coverage.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah, it'll have your effective date, who's covered under the policy.
[CUSTOMER][NEUTRAL] Maybe I should
[CUSTOMER][NEUTRAL] You got see what we got here.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] APL service centers that did you oh that must have been the did you send anything yet then or?
[AGENT][NEUTRAL] Yeah, that's our
[AGENT][NEUTRAL] That's our online account, the one you just created.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You gotta send me a what did you say a deck sheet then?
[AGENT][NEUTRAL] So we're going to send you via email uh a certificate of coverage letter.
[CUSTOMER][NEUTRAL] Yeah, yeah, certificate yeah right.
[AGENT][NEUTRAL] And then, yes, and then you can download your ID cards from the website that you're on.
[CUSTOMER][NEUTRAL] Yep, yep, I'll print them no.
[AGENT][NEUTRAL] OK, so we
[CUSTOMER][NEUTRAL] But can you do that right away then the the.
[AGENT][NEUTRAL] I'm doing the request now.
[CUSTOMER][NEUTRAL] Thing that I to take
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK, might take a while or something I think or.
[AGENT][NEUTRAL] No, it should be sent over to you, you know, with allow at least 24 hours.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So I'm gonna email, request the certificate of coverage letter be emailed to [PII].
[CUSTOMER][NEUTRAL] Well yeah, I got a few days to get this in but.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we just made that request.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Were you able to download your card or?
[CUSTOMER][NEUTRAL] Yeah, yep, I think you're just starting to print now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group number group number is 13 6 11, right? Group voluntary dental employee and OK that should be alright. Looks just like the old ones I had but.
[AGENT][NEUTRAL] Uh, let me check that for you.
[AGENT][NEUTRAL] Yep, 13611 is the group number.
[CUSTOMER][NEUTRAL] OK, I should be able to just cut this out maybe I'll.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, and it's, it should say single parent.
[CUSTOMER][NEUTRAL] But can be laminated.
[CUSTOMER][NEUTRAL] No, no, no, where's that at here?
[CUSTOMER][NEUTRAL] Insured Ron Scott coverage employee and child.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Yes. Same as single parent. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the certificate of coverage will, I believe, specify your name and then your dependent daughter's name.
[CUSTOMER][NEUTRAL] That should do the trick I guess so.
[CUSTOMER][POSITIVE] Yeah, yeah, that sounds good there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm you you're needing this to verify child support?
[CUSTOMER][NEUTRAL] Yep, yep.
[AGENT][NEUTRAL] OK, so I'm gonna put that on there letter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so we have you set on our end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That sounds good I appreciate it very much.
[AGENT][POSITIVE] All right. You're absolutely welcome, [PII]. Did you have any other questions we can help out with today?
[CUSTOMER][NEUTRAL] No, no, that should do it, that should do it.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yep, yep you too thanks bye.
[AGENT][NEUTRAL] Bye-bye.