AccountId: 011433970860
ContactId: 38de5097-82cc-4b01-89d2-be91af7849b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423100 ms
Total Talk Time (AGENT): 149843 ms
Total Talk Time (CUSTOMER): 153786 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/38de5097-82cc-4b01-89d2-be91af7849b3_20250227T17:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, um, my husband, I guess just got insurance through y'all and uh, we're supposed to be.
[CUSTOMER][NEUTRAL] I guess uh getting cards here soon for the, the, the plan isn't supposed to start until [PII]. I just wanted to know if like this doctor that I need to go see is gonna be covered or not?
[AGENT][NEUTRAL] Um, do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, so.
[AGENT][NEUTRAL] Oh, what's your husband's? Oh, OK.
[CUSTOMER][NEUTRAL] The husband's name is [PII]
[AGENT][NEUTRAL] OK. And your name is?
[CUSTOMER][NEUTRAL] [PII] Last name is [PII]
[AGENT][NEUTRAL] Thank you. And you say you do have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, I guess these are the dental cards that got sent in the mail, yeah, because they say dental on them, um.
[CUSTOMER][NEUTRAL] It'd be 025.
[CUSTOMER][NEUTRAL] 85598
[AGENT][POSITIVE] OK thank you give me one moment.
[AGENT][NEUTRAL] OK, and Ms. [PII], uh, do you uh verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, yes, that's dental showing effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you say you hadn't received the card, I'm assuming for a medical?
[CUSTOMER][NEUTRAL] So yes ma'am, um, I didn't know if that was, he didn't really give me that much information on this. He just signed us up for it and I'm like, OK, well I need to know a couple of things before, you know, because I gotta find a pediatrician and all that for the kids.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, but yeah, all that showed up was I guess the dental because I got two like big binders, um, and both of the cards say, uh, group voluntary dental, so.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Let me see if the cards are mail or sent electronic like. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, the cards are available. Uh, let me see if they were, well, they should have been mailed. If you receive the dental cards, you should have received your medical cards as well. Um,
[AGENT][NEUTRAL] If you like, I can send a request to have it mailed out again.
[CUSTOMER][POSITIVE] Yeah, that would be great. Is there a way for me to get them online at all or no?
[AGENT][NEUTRAL] Uh, only if you're a husband since he is the policyholder set up on our online service center, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is your husband there with you?
[CUSTOMER][NEUTRAL] No, he's on the road. I'm pretty sure he's sleeping right now so.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Well, um,
[CUSTOMER][NEUTRAL] He's probably sleeping for 10 hours.
[AGENT][NEUTRAL] Well, we do have an online service center at [PII] to where he, like I said, since he is the policyholder, he can set up an account to where you can view your policy as well as um print out any temporary cards, but I can definitely send a request to have them mailed out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we don't have any network of providers. Um, you would just give them your policy number and our phone number and that way they can call and verify benefits and eligibility.
[CUSTOMER][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, sounds good um.
[CUSTOMER][NEUTRAL] So just I guess when he wakes up he's gonna have to make this account so I can get these cards over because I have to go to the orthopedic and I wanna make sure it's covered before we, before I have to go there.
[AGENT][NEUTRAL] Oh no, I understand, but um trying to think if, yeah, and if he has an error message when he tries to log on, just uh ask him to give us a call and that way we can kind of correct this information in the system to where he should be able to set up on the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But um, do you want that policy number until you receive your card? You can still get the provider your policy number and our phone number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Oh yeah, that'd be great.
[AGENT][NEUTRAL] OK. Uh let me know when you're ready.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] All right, go ahead.
[AGENT][NEUTRAL] OK, it's 258.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5651.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Alright, I'll have to wait till he wakes up to to do all that, but um, I appreciate it. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh yes, ma'am. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, you said you, you would, you would mail us the cards?
[AGENT][POSITIVE] Uh, yes, I did send a request, so hopefully you'll receive it in 3 to 5 business days.
[CUSTOMER][POSITIVE] OK, alright, yeah, you did everything. I appreciate it.
[AGENT][POSITIVE] All right, you're welcome. And I thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.