AccountId: 011433970860
ContactId: 3f60bba6-c8d7-41c6-b5ec-6d2d085dec72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207389 ms
Total Talk Time (AGENT): 114115 ms
Total Talk Time (CUSTOMER): 72264 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/3f60bba6-c8d7-41c6-b5ec-6d2d085dec72_20250217T19:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, my name is [PII]. I was calling to see when did my benefits come into effect because, um, I was trying to, uh, get a, a dentist an appointment, so I wanted to know if um.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Payer, is it payer ID?
[AGENT][NEUTRAL] It should be your policy certificate number.
[CUSTOMER][NEUTRAL] Oh yeah, I see. OK, I see.
[CUSTOMER][NEUTRAL] Mhm 02584934.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and you are wanting to know when your policy went into effect?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It, I can look that up for you. Your effective date is [PII], so it is active.
[CUSTOMER][NEUTRAL] OK, and um the, the dentist office, I called to one, but she said she wouldn't know. So she told me to, to call. She didn't know if, if the I could use the benefits for them. So she told me to call this number to see.
[CUSTOMER][NEUTRAL] That dentist offices I could visit.
[AGENT][NEUTRAL] OK. Now, our providers go through [PII], so you would the actual insurance is through American Public Life Insurance APL and the providers go through Carrington, so you would ask them if they are a Carrington provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, OK.
[AGENT][NEUTRAL] And I can give you Carrington's number to see if there's a provider in your area or if they're on the provider's list. And when you call [PII], uh, don't give them your policy information or anything because they're not gonna be able to pull any of that up. Just say, is there a provider in my area and just give them your area, um, because sometimes if you give them their information, they'll tell you we can't pull your policy up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, because it's through APL just tell them that you're calling to see if there was a provider in your area and that is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2900523
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And also, if you can't find a provider, we do pay to non-providers as well.
[CUSTOMER][NEUTRAL] OK, to no provider, so do I tell them that?
[AGENT][NEUTRAL] Yes, ma'am. You can tell them if they're not on the list and you wanna go to that dentist that we do pay to um providers as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APA. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.