AccountId: 011433970860
ContactId: 379648c1-e830-4ce2-9732-66ca66f40d71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253539 ms
Total Talk Time (AGENT): 147326 ms
Total Talk Time (CUSTOMER): 67591 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/379648c1-e830-4ce2-9732-66ca66f40d71_20250227T18:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm just trying to figure out if my doctor and dentist are covered on this.
[AGENT][NEUTRAL] OK, [PII], so, you're needing information regarding network providers, is that correct for your medical and dental?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I'll be able to help you as far as directing you to who you would need to speak to, uh, depending on the type of plan you have, but I'll need to just pull up your information first and verify some things with you for security. So what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is one of your policy numbers?
[CUSTOMER][NEUTRAL] The policy number is uh
[CUSTOMER][NEUTRAL] Oh gosh, sorry, I was getting a phone call. Um, the policy number is 025.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 955.
[CUSTOMER][NEUTRAL] 61.
[AGENT][NEUTRAL] OK, thank you. So give me just a moment to get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] It's [PII]. It might show up under [PII] because of the zip code.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It does have [PII], so yes, ma'am. And the phone number that we have for you is the same as the one you gave to me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Thank you. And lastly, your email address, please.
[CUSTOMER][NEUTRAL] It's gonna be my full legal name. So it's [PII], and then [PII], which is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying all of your information and [PII], I can also see that you have set up your profile in our portal here at APL, the online service center, so that you can have access um to policy information and ID cards also.
[AGENT][NEUTRAL] Um, so for your dental plan, on your ID card, it mentions Carrington.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Carrington is the network provider company. Their phone number should also be on your ID card, but I'll be happy to give that to you, and then I can connect you with them or the other company for your limited benefit plan that you have because that's gonna be a different company. So the phone number for Carrington is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] For your hospital indemnity plan that you have, the network provider company is multi-plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And multipla phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they also have
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And they also have a website, Haley, that's [PII]
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So would you like for me to transfer you to one of those two companies?
[CUSTOMER][POSITIVE] Uh, no, I have the number, so I'll get those saved in and call them myself. Thank you so much though.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That was everything. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. It was my pleasure and thank you for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you, uh-huh, thank you. Bye-bye.