AccountId: 011433970860
ContactId: 1e37eac9-840a-43c8-beb0-8ad09bd87b95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401230 ms
Total Talk Time (AGENT): 116321 ms
Total Talk Time (CUSTOMER): 159971 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/1e37eac9-840a-43c8-beb0-8ad09bd87b95_20250319T15:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] May. I just talked to somebody a few minutes ago about my dental coverage, um.
[CUSTOMER][POSITIVE] Let's see, uh, I got them on the line too. Let's see if we get this thing solved here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII], you still there?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What in the world?
[CUSTOMER][NEUTRAL] Hold on, let me, uh, let me see what's going on supposed to be both of these calls together here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, go.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Oh she's on hold.
[AGENT][NEUTRAL] Well, could I get a good callback number?
[CUSTOMER][NEUTRAL] [PII]? Hello?
[CUSTOMER][NEUTRAL] Alright, uh, I, I got these people on the phone where's the lady at? OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I used to live.
[CUSTOMER][NEUTRAL] that's.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah. Alright, I've, I, I, I, I've got my provider on on here so you can get the information that you need.
[CUSTOMER][NEUTRAL] Your provider? OK alright mhm. Actually so whatever you got to we we we're all connected together. OK, hello?
[AGENT][NEUTRAL] Yes, ma'am. Um, this is [PII] with American Public Life Insurance Company. Um, how can I help you?
[CUSTOMER][NEUTRAL] OK, so we are just trying to get his dental benefits um in order to that we would like his dental.
[CUSTOMER][NEUTRAL] Insurance, like, who does he have his dental through?
[AGENT][NEUTRAL] OK. Um, we're APL, um, I would need his policy number to pull him up in the system. Um, what's the policy number?
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. Can I get the cards back?
[CUSTOMER][NEUTRAL] Alright, so policy member number is
[CUSTOMER][NEUTRAL] 020, 025066.
[CUSTOMER][NEUTRAL] 98
[AGENT][NEUTRAL] OK. Please repeat that number.
[CUSTOMER][NEUTRAL] 02506698
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and please verify his name and date of birth.
[CUSTOMER][NEUTRAL] OK, name is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] 262.
[AGENT][NEUTRAL] OK. Yes, ma'am. I found them in our system. And could I get your name and a good callback number in case we're disconnected, ma'am?
[CUSTOMER][NEUTRAL] Yes, it is [PII] callback number [PII] direct line.
[AGENT][NEUTRAL] OK, thank you, [PII]. And um let me give you his correct policy number. The number you actually gave me was for his um healthcare benefits and he has a different number for dental. Um, for dental,
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, I'm sorry, this is the only card they provided.
[AGENT][POSITIVE] Oh, no problem.
[CUSTOMER][NEUTRAL] But OK, so for his dental.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm. But
[AGENT][NEUTRAL] The policy number is 025.
[AGENT][NEUTRAL] 06636.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on his policy was [PII], and the policy is still active. And for a list of benefits and the fee schedule, I can fax that over to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. And what's your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII], [PII].
[CUSTOMER][POSITIVE] Correct, yes, ma'am.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Um, is there anything else that I can assist you guys with?
[CUSTOMER][NEUTRAL] OK, so who do, who's his dental, um,
[CUSTOMER][NEUTRAL] It's his dental insurance. So I know it is through APL, but what is it under?
[AGENT][NEUTRAL] Um, I
[AGENT][NEUTRAL] It's under APL, APL Dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you verify that we are in network with them?
[AGENT][NEUTRAL] Um, there is no network. We work with our providers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so is it like a fee schedule?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] It works like a PPO plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, and can I get the number to contact you guys in case you have any other questions?
[AGENT][NEUTRAL] Um, yes, ma'am. Our number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and the claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, as of right now, I think that is all.
[AGENT][POSITIVE] OK. Well, you should receive the fax in a few minutes. I just sent it. Um, I thank you guys for calling ATL and you have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] OK alright goodbye thank you. Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Mhm. You're welcome. Bye.