AccountId: 011433970860
ContactId: 0a94f409-93d3-4a0e-97bb-b3e9f6426784
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419500 ms
Total Talk Time (AGENT): 231328 ms
Total Talk Time (CUSTOMER): 144718 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/0a94f409-93d3-4a0e-97bb-b3e9f6426784_20250428T20:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon PPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And the way he said it,
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. This is [PII]. Um, I was calling to get, I know, um, y'all new to our company as far as this critical illness, and that's the first time I called and asked about it, um.
[CUSTOMER][NEUTRAL] Uh, so does this, um, include on dental, dental, uh, claims also, or this is for just health?
[AGENT][NEUTRAL] OK. So you have a policy with us, Mr. [PII], and you're wanting to see what type of policy you have?
[CUSTOMER][NEUTRAL] Yes, ma'am, because I know we had, we used to have it with Allstate pitched.
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, well, yes, sir. I can take a look at.
[CUSTOMER][NEUTRAL] I have the I have the.
[AGENT][NEUTRAL] OK, I'll get that from you in just a moment, but yes, sir, I can help you with this, Mr. [PII]. What's your call back number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number?
[CUSTOMER][NEUTRAL] 267-59.
[AGENT][NEUTRAL] OK, that would be a group number. Do you have another number?
[CUSTOMER][NEUTRAL] I have an account number.
[CUSTOMER][NEUTRAL] Account number 2586039.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. Give me just a moment please.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so that's actually gonna be your policy number, Mr. [PII], that 2nd number that you gave me. So what I'll need to do first off is to verify several things with you for security purposes and also any information provided today would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Uh, the phone number that you gave me just now, the [PII], is that the best contact number that we should have on file for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you, and the last thing to verify is gonna be your email address.
[AGENT][NEUTRAL] And this does appear to be your work email.
[CUSTOMER][NEUTRAL] Um, so I have to, I don't.
[AGENT][NEUTRAL] This appears to be your work email, Mr. [PII]. Mhm.
[CUSTOMER][NEUTRAL] Is the work email?
[CUSTOMER][NEUTRAL] OK, it's um [PII].
[AGENT][NEUTRAL] OK, so it's not that.
[AGENT][NEUTRAL] It has [PII] in it, but it's not Diggs.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh they have [PII]. OK, so it be [PII].
[AGENT][NEUTRAL] OK, thank you. Now is that the one that you want to leave on file? or do you want to update it to your personal?
[CUSTOMER][NEUTRAL] No, no, because I need to update it because that, that's probably the old email before they switched the, uh, company name, so the I'll give you the new one.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so just whatever email you want on file now I want you, I wanna make you aware Mr. [PII], that because of how we receive your enrollment information and your employer as a whole, I will update it to whatever you want me to, but there is a possibility that my change will get overridden.
[AGENT][NEUTRAL] If for example we receive another file for your group, your employer that has a different email on it that's gonna override any change that I make so I just don't want you to call back at a later time and somebody say well that's not what we have on file and and you think that I didn't update it, OK?
[CUSTOMER][NEUTRAL] OK, yeah, because, uh, I don't know. I mean, I don't know why because like I said, that one, I mean if that's the one that's on file, that's fine, um, it's probably that's the one that probably been on file from the very first time we started. I started with the critical ill illness 10 years ago and I mean I know we've switched emails, uh.
[AGENT][NEUTRAL] Well, actually,
[AGENT][NEUTRAL] And I mean I can even change it to your personal email if you want to change it to your personal email and then you can set up your profile in our portal. I will email you the user guide so you can set up your own profile and that way you'll have access to your information online as well as far as the coverages you have with our company now.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] OK, yeah, I'll do that then put on my personal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what email would you like for me to change this to?
[CUSTOMER][NEUTRAL] OK, it's gonna be uh [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so when we get off of our call, I'm going to email you that user guide, Mr. [PII] for our portal. The email that you're gonna receive will come from [PII].
[AGENT][NEUTRAL] And I will put [PII] in your subject line so that you can recognize that, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll see in the instructions about um because you will have to use your email address so do use your personal email to set it up since I've updated it OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So with our company, Mr. [PII], the only two policies you have are your group accident and the critical illness. You do not have dental coverage with us.
[AGENT][NEUTRAL] Now you can reach out to your HR department and they would be able to tell you, you know, who your dental provider is, but it is not [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, we have, well, I mean, I know who I know who the dental insurance is that's a get out of healthcare, um, I just didn't know that if, uh, because I'm gonna be going so I have to get a dental implant and I'm the.
[CUSTOMER][NEUTRAL] The the doctor that I go to is um not in the network, so like I gotta pay out of pocket and then then once they turn it in, I get some reimbursement. I just didn't know if uh I was able to claim whatever is not paid through my critical illness or.
[AGENT][NEUTRAL] No, sir. You would not.
[CUSTOMER][NEUTRAL] I don't know if that would fall on the on the.
[AGENT][NEUTRAL] No, sir. It would not be. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, that's fine.
[CUSTOMER][NEUTRAL] Alrighty well I think that would be it then.
[AGENT][POSITIVE] OK. Well, OK, that is all I can help you with today, Mr. [PII]. So it was my pleasure in speaking to you. Thank you again for calling APL. I hope you have a great evening. And if you'll give me just a few minutes, you should have that email for me.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, you're welcome. Have a nice evening.
[CUSTOMER][POSITIVE] You you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.