AccountId: 011433970860
ContactId: 2ba1114a-4cab-4b87-86ba-131646357e5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382679 ms
Total Talk Time (AGENT): 185649 ms
Total Talk Time (CUSTOMER): 153811 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/2ba1114a-4cab-4b87-86ba-131646357e5f_20250311T15:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I hope I called the right number and extension, but I'm trying to get in touch with, I guess, like an oral surgeon, and based on the website of people that were covered under my insurance, it was only really showing one company and I was just trying to make sure that was right. Um,
[CUSTOMER][NEUTRAL] I, I'm not really sure how to go about this with my parents' insurance. It's my first time really doing this, so, um, I get to get some help with that.
[AGENT][NEUTRAL] OK, so you're
[AGENT][NEUTRAL] OK, so you're trying to locate a network provider, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am. Well, I can partially help you with that. What I will need to do is to pull up the policy information first and verify some things with you for security. And once I can see the type of plan you have, then I'll be able to direct you from there as to who to contact.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK, so first off, who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII]
[AGENT][POSITIVE] Thank you Miss [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the policy number please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think it's 02506609.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and [PII], as I stated before, I would have to verify several things with you first for security, and then any information that I do provide would be a verification of benefits and not a guarantee of payment. So if you could first please verify who the primary insured is and their date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and his birthday is [PII]. And my birthday is [PII] sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Go ahead, yes, ma'am. Go ahead. No, I'm sorry.
[CUSTOMER][NEUTRAL] And my um my my birthday is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the next thing to verify with me will be the home mailing address that we would have for your father.
[CUSTOMER][NEUTRAL] It's [PII] and the zip is.
[CUSTOMER][NEUTRAL] [PII], what is it? I just moved here. Goodness gracious.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It's like 02.
[CUSTOMER][NEUTRAL] Shoot. Give me 3 seconds.
[AGENT][NEUTRAL] I was gonna say, yeah, and give me good once you get the zip code pull up, give me your dad's mailing address again, please.
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] in what?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] there it is.
[AGENT][POSITIVE] OK, thank you and the phone number we would have for him?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me pull up his contact.
[AGENT][NEUTRAL] I understand. None of us know very much anymore, just straight from memory. We rely on our phones.
[CUSTOMER][POSITIVE] Oh my gosh, ice cream.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Oh good.
[AGENT][POSITIVE] No worries.
[CUSTOMER][POSITIVE] And it's so funny. I used to have to remember my parents when I was younger and I just went out the door. OK, here it is. It's [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Thank you. Now, um, so this, I can say you are covered under your father's coverage. Now, this policy that he has with us, [PII], it is not a network plan. So what that means is you can go, you can select any provider to go to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's not a list of certain providers that you would need to use to get, you know, the maximum benefits. This is not that type of policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Interesting. Well, that's good to know.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All righty. Well, thank you so much. OK, wait, so when I was on the website earlier, there was only one company that was showing up like when I had certain things selected, like, is that why?
[AGENT][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] I don't know what website were you on because again, with this not being a network plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know what type of listing you would have been looking at.
[CUSTOMER][NEUTRAL] Um, it was the, it was the APL website, um, and I went in to see like who was in network and whatnot and like, cause I was signed in to like the insurance account, and then, you know, I clicked the oral surgeons and yada yada ya, and it was just like, it was the same company just in different places and it didn't expand anywhere outside of like 20 miles, even when I hit the 100 miles filter. So I was just
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, see for yes, for some of our policies for different types of policies there are, you know, would be a network, but with this particular plan that your dad has there is not so that is really not applicable. I mean that could help you just maybe locate a pro you know a provider in the specialty that you're looking for, but with it not being a network plan, you may choose any provider to go to just present them with your APL information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they will they will call typically to verify that you're eligible and get any benefit information that they may need.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, sounds good. Thank you so much. I appreciate it.
[AGENT][POSITIVE] OK. Well, absolutely, it was my pleasure. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK, well then thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank