AccountId: 011433970860
ContactId: 1e6279ac-aaae-4b0c-a7a5-d9e9a57c0b24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298119 ms
Total Talk Time (AGENT): 160998 ms
Total Talk Time (CUSTOMER): 108805 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/1e6279ac-aaae-4b0c-a7a5-d9e9a57c0b24_20250123T19:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I was calling in about our insurance card.
[AGENT][POSITIVE] Mhm. I can help you. Yes, ma'am.
[CUSTOMER][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] Uh, and I was wanting to see if I could get some sent out.
[AGENT][POSITIVE] Sure, it would be my pleasure. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] What is that number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 257
[CUSTOMER][NEUTRAL] 94
[AGENT][NEUTRAL] That sounds like a group number. Do you have a policy certificate number as well?
[CUSTOMER][NEUTRAL] Uh yes ma'am, 0230.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0241
[AGENT][NEUTRAL] All right, thank you. And what is your name please, ma'am?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, thank you, Ms. [PII]. And what is your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] My husband.
[CUSTOMER][NEUTRAL] I'm sorry, it's uh [PII] is my date of birth and the mailing address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] We actually have a different data service. Bear with me just one second.
[AGENT][NEUTRAL] What was the date of service you said? I mean, your date of birth? I apologize, Ms. [PII].
[CUSTOMER][NEUTRAL] Mine is [PII] and my husband's is [PII]. His name is [PII], that's who the policy is under.
[AGENT][NEUTRAL] Yes, ma'am. Thank you. And what, in your [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII] is the zip.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's my number. My husband's number is [PII]. Do you need [PII]'s?
[AGENT][POSITIVE] Thank you, missus.
[AGENT][NEUTRAL] No, that's fine. As long as I can get back to you, if our call gets connected, I'll be fine. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am. Yes ma'am.
[AGENT][NEUTRAL] Do you, do you happen to have his email address? Can you, can we verify that?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Perfect, thank you. I appreciate that. And y'all are wanting cards mailed?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, if you could.
[AGENT][NEUTRAL] I sure can. Now that's your dental policy.
[AGENT][POSITIVE] And I am ordering those cards right now for you.
[AGENT][NEUTRAL] And those should go out in the mid tomorrow.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, and I also had a question, how do we
[CUSTOMER][NEUTRAL] How do we know who accepts our insurance? Do we just have to go from dentist to dentist or is there a list of providers? Is there a network that we're in?
[AGENT][NEUTRAL] So with this policy, there is no network.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the policy pays in what's called a um usual customary rate it's called a UCR.
[AGENT][NEUTRAL] Usual customary rate in the area and the reason being you, you know, y'all might be out on the road and not there may not be a a network provider in the area you're in so this policy doesn't participate in a network.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And we also have a portal. When you get that card, our portal will be on the card.
[AGENT][NEUTRAL] And you can create a login and password and you can click on the policy number and cards are also available online, but I've already ordered those to be mailed to you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But, um, you can also print cards there, and then you can view what's covered on the policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And if they call, if you call in to make an appointment and they ask if it is a PPO network plan or anything, just tell them that it does not participate in the network, and we pay it a UCR, our usual customary rate in that area.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][POSITIVE] And y'all have satisfied your waiting period if they ask about that as well.
[CUSTOMER][POSITIVE] OK, I do appreciate it.
[AGENT][POSITIVE] It's been such a pleasure to assist you, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. You have a blessed one.
[AGENT][POSITIVE] I hope you do too and stay warm.
[CUSTOMER][POSITIVE] You do the same. Thank, thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL. Have a lovely day. Bye bye.
[CUSTOMER][NEUTRAL] You too.