AccountId: 011433970860
ContactId: 3c49fb3b-3e5b-46de-9fc5-e53465600ab6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 663109 ms
Total Talk Time (AGENT): 318960 ms
Total Talk Time (CUSTOMER): 329534 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/3c49fb3b-3e5b-46de-9fc5-e53465600ab6_20250416T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK, uh, how you doing, [PII]? Uh, my name is [PII] and I just received an APL, um, insurance card, OK, and, um.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] It now on it it says APL Carrington and then it has my name on it and at the bottom it says plan.
[CUSTOMER][NEUTRAL] Group voluntary dental. Is this just for dental?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That card is just for dental.
[CUSTOMER][NEUTRAL] OK, so this is just
[CUSTOMER][NEUTRAL] OK, OK, OK, so this is not my medical insurance card.
[AGENT][NEUTRAL] No, sir, um, Mr. [PII], if you can give me your call back number and that uh dental policy number, I can look and tell you what your, your other policy numbers are.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh that would be awesome I really appreciate that. OK, so uh um.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Alright, so what do you need you need the policy certification number is that what you're looking for or or the group number?
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] The policy certification number.
[CUSTOMER][NEUTRAL] OK, it's uh
[CUSTOMER][NEUTRAL] OK, it's 02612980.
[AGENT][NEUTRAL] OK, thank you sir and then what is your callback number, sir? Just in case the call's dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] OK, thank you, sir.
[CUSTOMER][NEUTRAL] And my name is [PII].
[AGENT][POSITIVE] OK, thank you sir and let me pull up.
[AGENT][NEUTRAL] That policy will pull that number you gave me will pull up every policy that you have with us, so I can give those to you.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK, Mr. [PII]. Mhm. Go ahead.
[CUSTOMER][NEUTRAL] Because, you know,
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, uh, uh, the thing is, is, um, when I applied for medical insurance, I applied for vision and dental, so then they sent me a medical card, but it didn't have vision, it didn't have vision and dental, so I upgraded my policy.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And they said that they were going to send me a new medical card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they said that I would also receive a dental and a vision card, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm, I'm assuming I got the dental.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] But I, I have not received the other ones yet, so.
[AGENT][NEUTRAL] OK. All right. Well, I'll take a look at it. Um, the first thing we need to do, sir, is for security reasons, I'll need for you to verify your policy. Can you give me your date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, sir. And then I'll also need your address and email address that's on the policy.
[CUSTOMER][NEUTRAL] OK, it's uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is your email, your email address please?
[CUSTOMER][NEUTRAL] And what else do you need?
[CUSTOMER][NEUTRAL] [PII], it's, it's [PII].
[AGENT][NEUTRAL] OK, thank you, and that phone number that you gave me to call you back on, sir, if we get disconnected, is that your cell phone?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Thank you, sir. All right, let me look real quick. Um,
[AGENT][NEUTRAL] Now we do not, our company does not provide the vision insurance for you, so I will not have that number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I do see your um medical, and let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on, can I get a pen real quick? Just bear with me, uh.
[AGENT][POSITIVE] Yes sir, go ahead, take your time.
[CUSTOMER][NEUTRAL] OK, and this is the medical policy number that you're gonna give me right now?
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It's it's 261.
[AGENT][NEUTRAL] 2979.
[CUSTOMER][NEUTRAL] 261
[CUSTOMER][NEUTRAL] 2979 and that's my medical, correct?
[AGENT][NEUTRAL] Yes, yes, sir.
[AGENT][NEUTRAL] And then I'm gonna look real quick about
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] I'm going to go in here.
[AGENT][NEUTRAL] And order you a new card to be sent to your home address that you just gave to me. But also I'm gonna tell you, OK, you've got the card?
[CUSTOMER][NEUTRAL] You know, I have
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Yes, I have the card in front of me. I have it. It just arrived in the mail and they said if I have any questions to call this number and I was just wondering if this just provides dental and that's it, or is this my medical insurance card?
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, the dental car.
[CUSTOMER][NEUTRAL] And you're telling me it's just dental.
[AGENT][NEUTRAL] Right, that number that you gave me, the 261-298-0.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] That is only dental. That's your uh that's your dental policy number and then you have another number, the 261-297-9, that's your medical, so it's a different number.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK, awesome. Now, um, do I have to.
[CUSTOMER][NEUTRAL] Pick a certain network when it comes to this, or can I go to any dentist?
[CUSTOMER][NEUTRAL] Or like, do you guys have a list of dentists that, uh, you know, are in my area that accept this.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Right. So you'll need to use, yes, you'll need to use that. Did you receive a list or do you still need to look for the dentist in your area?
[CUSTOMER][NEUTRAL] Uh, insurance.
[CUSTOMER][NEUTRAL] No, I, I have not, I have not received a list. All I received was this card that says Welcome to American Public Life Insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and with, with the cards and they said if you have any questions call this number and that's what I'm doing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna give you a website to go to so you can search for a provider, a dental provider in your area, um.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] Yes sir, if you go to [PII].
[CUSTOMER][NEUTRAL] OK AM.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Up in the top right hand corner when you get on that website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Where the little search magnifying glasses type in provider.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Oh, OK, and they'll, they'll, uh, give me ones around where I live, correct, or, or, or whatever, the ones that are in the network.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, once you type in provider you're gonna push enter.
[CUSTOMER][NEUTRAL] Now, this
[AGENT][NEUTRAL] And after you push enter the next page you're gonna choose provider resources.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you go into provider resources you're gonna click on search for a provider.
[AGENT][NEUTRAL] And you'll put in your zip code. And with your zip code, it'll pull up all the dental providers in your area.
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] OK, now, does that include like orthodontist?
[CUSTOMER][NEUTRAL] Or it's just dentists, like, you know, there's a difference cause I have, I have a permanent retainer on the bottom of my teeth.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Right, let me
[AGENT][NEUTRAL] OK, let me look and see if orthodontics is covered. I'm, I'm here, sir. I'm gonna look to see if orthodontics is covered under your policy, so it's gonna be just a second, let me pull that up.
[CUSTOMER][NEUTRAL] Hello? 00.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] OK, on your policy orthodontic is is not a covered, is not covered under your dental policy.
[CUSTOMER][NEUTRAL] Now, is there a way I can get covered if I increase my payments through this dental insurance to be covered by an orthodontist?
[AGENT][NEUTRAL] That is something that you'll need to ask your employer, the person that you got your benefits from your HR department or the benefit person at your employment, you can talk to them and ask them if they have an orthodontic policy that you can get.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so this is strictly just dental with cleanings and stuff like that because I have like I said, I have a, a lower permanent retainer.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] That needs to be adjusted. And, and I don't know if dentists do that. Like they might be qualified to do that, but the doctor that I had in [PII] when I lived in [PII] was an orthodontist.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So that's where I'm confused that.
[AGENT][NEUTRAL] Yes, I understand. Yes sir, yeah, if you can go to um your employer and just ask them if they have an orthodontic policy that you can sign up for.
[CUSTOMER][POSITIVE] OK, awesome I appreciate your help thank you so much.
[AGENT][POSITIVE] It's no problem, it's no problem, [PII]. Do you have any other questions for me before we go?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, uh, I'm just waiting to find out, uh.
[CUSTOMER][NEUTRAL] If the medical insurance is the same way, like, is there a network or can I go anywhere, you know what I'm saying? Like, do, do all places accept this or do I have to go to a certain network that they're affiliated with?
[AGENT][NEUTRAL] Um, let me see real quick.
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][NEUTRAL] Yeah, cause I'm [PII] old and I haven't been to the doctor in like 20 years.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh bless your heart.
[CUSTOMER][NEUTRAL] So I, you know, I am due, yeah, I am due for a checkup. I, you know, and I wanna get checked out. I wanna get a physical. I wanna get blood work done. I wanna get everything that was supposed to be done, you know, preventive maintenance on my body, but I haven't been to a doctor in like 20 years, you see, and, and I'm, and I'm getting up there and, you know, I think I got arthritis in my left hand. I need to get that checked out, so I just need to get things.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes. Let me give you a phone number to call.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you're ready to go to the doctor?
[AGENT][NEUTRAL] If you call [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is, that is the number you need to call and talk to somebody there about the providers in your area that accept your policy.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is awesome. That's what I need. OK, thank you so much for your help.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Well, you're very welcome.
[CUSTOMER][POSITIVE] You have a blessed day.
[AGENT][NEUTRAL] You too, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you. Yeah, I'm going to. No, that is it. You've been awesome.
[AGENT][POSITIVE] OK, well thank you I'm glad I was able to help you and I hope you have a wonderful Easter and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, thank you so much. God bless you.
[AGENT][POSITIVE] God bless you too bye bye, [PII].