AccountId: 011433970860
ContactId: 19ffc04c-d2b3-4b43-a5cd-9159ee7ff248
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331260 ms
Total Talk Time (AGENT): 172079 ms
Total Talk Time (CUSTOMER): 127056 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/19ffc04c-d2b3-4b43-a5cd-9159ee7ff248_20250109T15:12_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] I'm doing wonderful. How about yourself?
[CUSTOMER][NEUTRAL] Um, not so great, but, um, I was wondering if you could help me with that. Um, I said I have, I'm insured through, I've got the paper in front of me with like the cards on it, APL Public Life, or American Public Life, um, for dental voluntary group. It says group voluntary dental.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And then it says, um, and so it has my group number and then it has my payer ID number, and it has my policy number. But when I input all those on the uh login to try to, to try to make an account to, so I can, and all I want to do is find out where a dentist office is that'll take my insurance because my tooth is broken off and it's like, it's been like that for about 2 months and it's killing me and I've got to do something.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, yeah, let me see if I can help you with that today. You said um you saw on your card as the policy number. Do you mind if I get that policy number real quick?
[CUSTOMER][NEUTRAL] Yeah, the, um, policy number is uh.
[CUSTOMER][NEUTRAL] 02552506.
[AGENT][NEUTRAL] Alright, let me get that pulled up for you and while I'm pulling that policy up, do you mind if I get your name and a good call back number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I see why. It says [PII]. Why is it, why is there a um
[CUSTOMER][NEUTRAL] Like I'm still, I still work for the same employer.
[CUSTOMER][NEUTRAL] Oh, effective. I thought it said expired. Never mind. What did you ask me?
[AGENT][POSITIVE] No worries. I was just wondering if I could get your name and a good callback number.
[CUSTOMER][NEUTRAL] Uh, [PII], callback number is [PII].
[AGENT][POSITIVE] Thank you so much. I appreciate that and Ms. [PII], can you verify for me please your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful, perfect and I do just need to verify a couple more pieces of information with you if you don't mind, um, the the mailing address on file.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] The email or the mailing?
[AGENT][NEUTRAL] Actually both.
[CUSTOMER][NEUTRAL] Um, it's, I don't know. I mean, I have to, but uh [PII].
[AGENT][NEUTRAL] It might be the other one.
[CUSTOMER][NEUTRAL] Uh, [PII], or [PII].
[AGENT][NEUTRAL] Yeah, that's it. And then just that mailing address if you can, pretty please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful thank you so much so yes I do see your your account with us here um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, like your policy with us is definitely current and active, um, your insurance is partnered with the Carrington, um, providers network, so what that means is that if you go see a Carrington dental provider you can get a discount, um, using their, their plans, and what I can do is I can get a list of those providers um at your zip code if you'd like. It looks like the [PII]. Would you like me to use that one?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Perfect and I can email that to you um but I do wanna let you know if you have a dentist you know and love, you can go to them we're going to honor your benefits anywhere you go the Carrington network is just to receive additional discounts while you are.
[AGENT][NEUTRAL] With them.
[CUSTOMER][NEUTRAL] OK. OK. How much, how is it, how much is it to see, just to see a, a a dentist to, like, even just to give me some antibiotics or something too, oh.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I don't know, I mean.
[CUSTOMER][NEUTRAL] I didn't know if there was a set copay.
[AGENT][NEUTRAL] No, um, the way it works is it pays like a percentage of, of the, of the fee based off of [PII] and because it's based through [PII], I don't know what that fee is because um I don't have it, but we do pay a percentage of it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. Um, if you can send me that list, I don't have a dentist, that's probably why I'm in the predicament I'm in.
[AGENT][POSITIVE] No worries, yeah, let me go ahead I'm going to.
[AGENT][NEGATIVE] I accidentally went to the wrong.
[AGENT][NEUTRAL] Website, but hang tight, let me try that again.
[AGENT][NEUTRAL] 132.
[CUSTOMER][NEUTRAL] You have like urgent care dentist or or I don't know like.
[CUSTOMER][NEUTRAL] I do walking.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And I can get you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] 68
[AGENT][NEUTRAL] Alright, so it looks like I was able to find um 10. It shows 10 in your area um and what I'm gonna do is like this is going to be emailed from the website it's like where it shows found in your area and then it has a little forward to an email and I'm gonna send it to that email I have on file for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and so I'm not sure how it will come through on your email if it'll come through under the name [PII], um, but it, it won't come through under an American Public Life email.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Um, but it did come through and it was sent to you and so that's gonna give you a general list and if you, um, again if you find someone who's not on that list we're gonna honor [PII]our benefits no matter where you go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Hey, it's my pleasure, Miss [PII], and if there's anything else I can do to help you out, just let us know and we'll do our best to take care of you, OK?
[CUSTOMER][POSITIVE] OK thanks.