AccountId: 011433970860
ContactId: 3e6d0292-ce1b-4202-aeb4-71c8462972bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 573510 ms
Total Talk Time (AGENT): 269043 ms
Total Talk Time (CUSTOMER): 172736 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/3e6d0292-ce1b-4202-aeb4-71c8462972bc_20250303T20:02_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] Yes ma'am, my name is [PII]. I have uh coverage with you guys. I'm uh I'm trying to get some dental service done. I, I.
[CUSTOMER][NEGATIVE] Like I don't, I never received uh ID card or uh.
[AGENT][NEUTRAL] OK, Mr. [PII], so you're needing to find out how to get an ID card, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, sir, I can help you with that. And what is a good callback number for you please?
[CUSTOMER][NEUTRAL] Uh, [PII] as well as um uh at a dental service, could you tell me if you guys covered uh if they are in your provider?
[AGENT][NEUTRAL] Uh, yes, sir. I can assist you with that once I can get your policy information pulled up. Uh, do you have your policy number, Mr. [PII]? If not, I can look it up with your full social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No ma'am, my social is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, so one moment please.
[AGENT][NEUTRAL] OK, so Mr. [PII], I will need to verify several things with you first for security and then also any information that I do provide for you would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you and
[AGENT][NEUTRAL] Is your, how is your last name spelled? I wanna make sure that's correct.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is different than the one you gave me?
[AGENT][NEUTRAL] What is another number that we could have?
[CUSTOMER][NEUTRAL] I had, I had 2.
[CUSTOMER][NEUTRAL] Oh, the other number was [PII] which I had uh two cell phone numbers at.
[AGENT][NEUTRAL] So is that, you no longer have that number?
[CUSTOMER][NEUTRAL] No ma'am, I no longer have it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the only number now for you should be [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you and then the last piece of information to verify is your email address.
[CUSTOMER][NEUTRAL] It is uh [PII].
[AGENT][NEUTRAL] OK, thank you very much. So I see that the coverage you have with us, Mr. [PII], is through your employment with PNS Transportation, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. So what I can do has
[AGENT][NEUTRAL] Have you ever set up your profile, Mr. [PII], in our portal with APL? It's called the online service center.
[CUSTOMER][NEUTRAL] Probably not.
[AGENT][NEUTRAL] OK, well what I can do is I will email you the user guide for how to set that up because that will give you access to your ID cards.
[AGENT][NEUTRAL] Online for viewing and you can also print them from there. Now, if you would like, I can also order cards to be mailed, but that typically takes about 10 business days for them to be received.
[CUSTOMER][NEUTRAL] Yes ma'am, no, I, I, I'll go through the user portal and set it up.
[AGENT][NEUTRAL] OK, good. That's OK. So what the email that I'm gonna send to you in just a moment will come from care team at [PII].
[AGENT][NEUTRAL] And I did put APL online service center in the subject line so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, if you would like to write down your policy number, this is something that you will also see in your portal, but I'll be happy to go ahead and give it to you if you'd like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So just let me know when you're ready for that.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so your policy number.
[AGENT][NEUTRAL] On this plan, well, give me just one moment.
[AGENT][NEUTRAL] No, I'm waiting on my system. So just one second.
[AGENT][NEUTRAL] OK, so it is 252.
[AGENT][NEUTRAL] 1289. Again, that is 2521289.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what's the company name and the company name again? uh APL.
[AGENT][POSITIVE] That is correct, yes, sir.
[CUSTOMER][NEUTRAL] Like HTL that's for dental company. OK, can I have the number to call them for provider?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The the provider number.
[CUSTOMER][NEUTRAL] I'm at the dentist's office and she would like to get a provider number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so most
[AGENT][NEUTRAL] OK, so, uh, a provider number. Now the, the net you were not in a network plan, you may choose any provider to go to.
[AGENT][NEGATIVE] This is not a network plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] like.
[CUSTOMER][NEUTRAL] Um, she, um, at, at our at the desk, and, um, she was like, um, she need information for a breakdown and I guess, uh, like what co-pay and.
[AGENT][NEUTRAL] OK, so she's needing a fax back of the benefits, Mr. [PII], uh, Mr. [PII] on your plan.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, give me a good fax number and I will send this over.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And again, that fax number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK, so I have just sent that fax back over.
[CUSTOMER][NEUTRAL] Do you know about how long it usually takes to go through?
[AGENT][NEUTRAL] Uh, probably.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] 10 to 15 minutes maybe.
[AGENT][NEUTRAL] Maybe not that long. It just depends on how busy the system is.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] OK. And the insurance company name, uh, you said it's APL?
[AGENT][NEUTRAL] Uh-huh. American Public Life.
[AGENT][POSITIVE] And I'm so sorry, what was your name again? I'm so sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], as I explained, uh, go ahead.
[CUSTOMER][NEUTRAL] And can I have a
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, is there a like a dental provider number?
[AGENT][NEUTRAL] No, ma'am, this again, as I explained to Mr. [PII], this is, any information I provide will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is not a network plan.
[AGENT][NEUTRAL] Covered services are based on a percentage of the UCR within the service region. They may choose any provider to go to.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] And that information is also on the fax back too.
[CUSTOMER][NEUTRAL] Can I have
[CUSTOMER][NEUTRAL] Oh, never heard of it. OK, uh, thank you.
[AGENT][NEUTRAL] Well, you're very welcome and so if you all do file a claim with APL, excuse me, once the claim has been processed, we do have a portal in which you should be able to check claim status, and our portal website is [PII].
[CUSTOMER][NEUTRAL] Ma'am, I just have one more question.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, is this plan a third party insurance? Like does it go through a third party?
[AGENT][NEGATIVE] It does not.
[CUSTOMER][NEUTRAL] OK, so y'all are not a third party insurance.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, I just want to make sure.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you all with?
[CUSTOMER][NEUTRAL] So I guess No, ma'am, that'll be all.
[AGENT][POSITIVE] OK, Mr. [PII]. Well, thank you for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] You too, ma'am. Thank you.
[AGENT][POSITIVE] You're very welcome. Thank you too. Bye bye.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] The