AccountId: 011433970860
ContactId: 20b939a2-41d5-4658-a49b-c016d1a0d184
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 554559 ms
Total Talk Time (AGENT): 264279 ms
Total Talk Time (CUSTOMER): 153696 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/20b939a2-41d5-4658-a49b-c016d1a0d184_20250207T20:05_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII] how are you today?
[AGENT][POSITIVE] I'm doing well thank you for asking how are you?
[CUSTOMER][NEUTRAL] Doing OK. Well, I'm trying to uh log into the APL website so I so I can register as an individual. I'm a, you know, a policyholder, individual policyholder, so I can get some dental care scheduled, but it's telling me that there's an error, uh, trying to register on the on the website.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can help you with that. I just need to verify your information. It may be lacking some information. What do you have your policy number available?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The policy number is 02585048.
[AGENT][NEUTRAL] Thank you. And do you mind verifying your name, date of birth, and current mailing address?
[CUSTOMER][NEUTRAL] Yep, [PII], and the current mailing address is [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Got you, and what about a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Alright, I'm gonna check that for you and we're gonna get you taken care of. Bear with me just a second.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Do you mind also if we verify your social?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm thinking it may be because that phone number is not listed. Let me add that phone number.
[AGENT][NEUTRAL] You know, because it
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Mm, sure.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and when you were choosing the options, did you put that you were an individual with an APL policy?
[CUSTOMER][NEUTRAL] I did, yeah. It was step 2 of the 3 steps that they outlined on the website, looked like it's, we can't do it with the information you provided, call, call the number.
[AGENT][POSITIVE] Got you. Alright, hang on just a second, I'm gonna get you taken care of.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Are you doing it on a laptop and then Chrome or?
[CUSTOMER][NEUTRAL] Uh, the Firefox.
[CUSTOMER][NEUTRAL] But on, on a, yeah, on a Windows 11 computer, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] What I'm gonna do is see if I can get to the next step, so hang on just a second.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Because it looks like we have your information correct.
[CUSTOMER][NEUTRAL] Yeah, I thought maybe the address [PII] I had recently changed addresses so I thought that may have been a problem, but it shouldn't be.
[AGENT][NEUTRAL] Yeah, well, we have that, um, [PII] Oh or or sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], yes, not [PII], yeah, yeah.
[AGENT][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] How did you know I was gonna say [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because I do it half the time too, so yes.
[AGENT][NEUTRAL] Oh, OK
[AGENT][NEGATIVE] I was like, oh, that's not right.
[AGENT][POSITIVE] Give me just a second, I'm trying that for you.
[AGENT][NEUTRAL] OK, so it is allowing me to go to the um next page to create the account.
[AGENT][NEUTRAL] What I can do for you if you want I can go ahead and create an account with a temporary password and then you can change the password.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'll be happy to do that for you, OK, so for the username that will never change.
[CUSTOMER][POSITIVE] Yeah, let's do that.
[AGENT][NEUTRAL] What would you like for your username to be?
[CUSTOMER][NEUTRAL] Ideally would be is it need to be an email address or can it be some something different?
[AGENT][NEUTRAL] It it's whatever you want it to be. It can be a portion of your email.
[AGENT][NEUTRAL] If you want it to be
[CUSTOMER][NEUTRAL] OK, let's just do a [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna do it all lower case.
[CUSTOMER][POSITIVE] Just the the first part of the email before before the at, yeah, all lower case, perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just creating that, bear with me.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] And can you receive text messaging on that [PII] phone number?
[CUSTOMER][POSITIVE] Yes, I can.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh, you're not going to if I don't type it right, sorry.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK, so your account has been created and you can log in if you'll go out and come back in. I'm gonna give you your temporary password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEGATIVE] What was a log in again? It's a bad thing.
[AGENT][NEUTRAL] It's secured. [PII].
[CUSTOMER][NEUTRAL] All right, log in.
[CUSTOMER][NEUTRAL] I'm at the login login page here.
[AGENT][NEUTRAL] OK, so you're gonna use your user name [PII].
[AGENT][NEUTRAL] Or 01 and the temporary password is [PII] and the [PII] is capital.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And [PII] is lower case [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, looks like I am in. Thank you.
[AGENT][NEUTRAL] Alright, now in just for a few little navigational tips if you ever wanna view your policy benefits you can click on your policy number and it will download your documents and you can review your benefits covered under the plan um you can print additional cards.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now where would, where would I go best to go find it, like, where's the dentist in my [PII]a that I, that can see me? Where is the best way I could do that from here?
[AGENT][NEUTRAL] So that is just under our website at [PII].
[AGENT][NEUTRAL] And it's under find a provider.
[CUSTOMER][NEUTRAL] Oh OK. All right.
[AGENT][NEUTRAL] You just go to [PII] and scroll until it says find a provider.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What else was I can tell you? Oh.
[AGENT][NEUTRAL] Your policy does participate in the Carrington PPO network if they ask.
[AGENT][NEUTRAL] Now you do not have to go to an in-network provider.
[AGENT][NEUTRAL] It's not required. We pay both in and out of network benefits.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] But the in-network benefits are typically cheaper, correct?
[AGENT][NEUTRAL] So with the Carrington they have a contracted amount that they can charge. They can't go over that.
[AGENT][POSITIVE] And sometimes it is cheaper, yes sir.
[CUSTOMER][NEUTRAL] Got you. OK, alright, I'll, I'll find a provider then. I just wanted to make sure that I could get into the system and make sure that everything was kosher before I.
[CUSTOMER][NEUTRAL] Started making appointments, so.
[AGENT][NEUTRAL] Yeah, and just to also let you know there is no major coverage on this policy. I just don't want any surprises for you that would be including.
[CUSTOMER][NEUTRAL] What is major coverage, yeah.
[AGENT][NEUTRAL] Oral surgery, root canals, crowns, bridges, uh, periodontal treatment that for your gums or endodontic treatment, that's not covered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] All right. So it's like a a half plan. Wonderful. All right, that's good.
[AGENT][NEUTRAL] It's a limited dental plan, but it does cover your cleanings and, and uh checkups 100%.
[AGENT][NEUTRAL] And then your basic, if you have to have fillings or there is a simple extraction or the extended X-rays, those are covered at 80%.
[CUSTOMER][POSITIVE] All right, cool deal. Thank you.
[AGENT][POSITIVE] It's been my pleasure to assist you. Anything else I can help you with, Mr. [PII]?
[CUSTOMER][POSITIVE] No, all set, thanks.
[AGENT][POSITIVE] Thank you for calling APO have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye bye.