AccountId: 011433970860
ContactId: 1d26bc7a-daf6-4adf-80d2-1ebe6631bac5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584270 ms
Total Talk Time (AGENT): 326820 ms
Total Talk Time (CUSTOMER): 222065 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/1d26bc7a-daf6-4adf-80d2-1ebe6631bac5_20250228T18:26_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, how are you today?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][NEUTRAL] I am well. I'm well. All right, [PII].
[AGENT][POSITIVE] Good. Good. Well, how can I help you?
[CUSTOMER][NEUTRAL] I am a new member of whatever, um, just got enrolled or just, you know, took up insurance with APL. My effective date is [PII] through my employer.
[CUSTOMER][NEUTRAL] So I'm gonna be using this insurance for the first time, obviously I chose APL over my old insurance uh company that I was with Blue Cross Blue Shield. So anyway, um, my current provider, uh, or my current dentist wanted me to make sure I call you guys to find out um what this benefit is. The plan says group voluntary dental.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm trying to find out, do I have a PPO or HMO? Can you tell me what type of plan this is?
[AGENT][NEUTRAL] OK, so you're new to APL and you have a dental policy with us. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yeah, I have a group.
[AGENT][NEUTRAL] That you're trying to find out about some network information?
[CUSTOMER][NEUTRAL] Yeah, cause I wanna see if I, if I have if I can keep my current dentist that I've had for over 20 years or if I have to go with someone in the APL network or something or Carrington network.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. So what I can do is I can, I can help you as far as directing you to who you would need to speak to regarding finding out about your provider being in network or not for your plan, but I will need to pull up your information first and verify several things with you for security and then we can go from there, OK?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alright, so first off, who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Hi, Ms. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] It is 02584631.
[AGENT][POSITIVE] OK, thank you. So give me a couple of moments please to get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so that is the best contact number we should have, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you and the last piece of information to verify is going to be your email address please.
[CUSTOMER][NEUTRAL] It is your preference now [PII].
[AGENT][NEUTRAL] OK, thank you so much. So I do see that this policy you have with us is your employment with Oxford Global Resources or cyber cyberators. OK. So yes, ma'am. Carrington is your network provider and again any information I should, I left this out, but any information that I'm able to provide for you would be a verification of benefits and not a guarantee of payment. So on your policy, Carrington is.
[CUSTOMER][NEUTRAL] Global. Mhm.
[AGENT][NEUTRAL] The network that you participate with.
[AGENT][NEUTRAL] Now, however, you're not required to utilize a network provider on this plan. But in order to verify if your current dentist that you've been seeing all these years is part of their network.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then I can give you the phone number for Carrington and connect you with them. The number should also be on your ID card that you've received from APO.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For Carrington it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm looking at the card.
[CUSTOMER][NEUTRAL] I don't see that number anywhere on this card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And that is the one that was, you received in the mail from APL?
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Yeah, ATL Carrington Solutions simplify the payer ID. I looked at everything in the front in the back it says American Public Life. It has a phone number [PII] as the Oklahoma City PO box. I have an [PII] fax number, but there is no [PII].
[AGENT][NEUTRAL] And there's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the little
[AGENT][NEUTRAL] Uh-huh. Let me look at your ID card cause it should be.
[CUSTOMER][NEUTRAL] Go ahead 2900523. I don't see it.
[AGENT][NEUTRAL] Yes, ma'am. I'm gonna pull your ID card up because that may not be something that we mailed to you. The cards that we mailed at the top section of the documents that they were attached to, it should have also talked to you about uh setting up your profile in the APL online service center portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I did that. Mhm.
[AGENT][NEUTRAL] OK, you did already do that? OK, good.
[AGENT][NEUTRAL] All right, so under, under the, OK, the side where it has our information with PO Box in the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Below that should be a little paragraph.
[AGENT][NEUTRAL] That says possession of this card by the insured does not guarantee that coverage is in effect for benefit or eligibility claims inquiries, call [PII] to locate a participating provider, call [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, that's not on here.
[CUSTOMER][NEUTRAL] No, it's on my, it's on the medical one where it says to locate a [PII].
[AGENT][NEUTRAL] That's multi-plan.
[AGENT][NEUTRAL] Right. Medical is a different company, huh.
[CUSTOMER][NEUTRAL] Yeah, but it.
[CUSTOMER][POSITIVE] Exactly, and I got all my cards in front of me, so it cuts off when it says to benefit eligibility or claim requires call the [PII] and that's why I called that number and that's how I'm, you know, happily speaking with you.
[AGENT][NEUTRAL] Huh, oh, that's.
[AGENT][NEUTRAL] Wow, OK, well, that's very odd, but OK, um, so in your portal since you said that you did have that set up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] for that.
[AGENT][NEUTRAL] There is copies of your ID cards in your portal as well.
[AGENT][NEUTRAL] So that information should be on the ID card that's in your portal that you're missing for whatever reason. I'm not sure why that information is not on what you received, but.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Or.
[CUSTOMER][NEUTRAL] And maybe I only set up a portal for multiplan or something. I don't, I just know I, I set up a portal. I, I wouldn't know if I need to set up something separately for Carrington or something.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Well, what
[AGENT][NEUTRAL] Well, the portal that I'm referring to is not for multi-play, it's strictly for APL.
[AGENT][NEUTRAL] So what I'm gonna do is I'm gonna email you the user guide, the second pep for our portal and it explains how to set it up and then the different things that you can do once it's been set up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the email that I will send to you is going to come from care team.
[AGENT][NEUTRAL] At [PII] and I will put APL online service center in the subject line for you.
[CUSTOMER][NEUTRAL] OK, and let me just repeat what uh back to you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, you just said, hold on, let me.
[CUSTOMER][NEUTRAL] All that.
[CUSTOMER][NEUTRAL] OK, so back to what you said, you said that you're about to send me an email?
[AGENT][NEUTRAL] Uh huh I'm gonna send you an email with the instructions for our portal on how to set that up so you can have access to your information for your coverage that you have with us as far as your ID cards and policy information, that type of thing.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I just logged into my personal email stuff, your, your preference, my Yahoo.
[AGENT][NEUTRAL] Yeah, I'm gonna send it to that email and again it will come from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Now would you like for me to connect you over to Carrington to find out about your provider? Sure, I'll be happy to do that.
[CUSTOMER][POSITIVE] That would be great.
[CUSTOMER][NEUTRAL] Yeah, that would be great too so that I can, yeah, think and so in that can um in that right there, can you tell though if it's when you said that it's for the network or whatever, so that means it's not a PPL, right? That's basically what that means.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] Well, Carrington, Carrington will be able to answer those types of questions for you since they are the network provider company for this policy, this type of plan you have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Like multiplan is for your medical care attendant, you know, would do to answer questions related to providers for the dental policy.
[CUSTOMER][NEUTRAL] OK, I got you. I'll follow.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right then. Well, if that's all I can help you with, thank you again for calling APL. I hope that you have a wonderful weekend and if you will give me a moment, thank you so much. I will get you connected with [PII].
[CUSTOMER][NEUTRAL] And you too.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.