AccountId: 011433970860
ContactId: 41136b9f-2676-4867-8806-40ae4d92c72f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 462410 ms
Total Talk Time (AGENT): 256640 ms
Total Talk Time (CUSTOMER): 114026 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/41136b9f-2676-4867-8806-40ae4d92c72f_20250203T15:06_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I was calling to see uh
[CUSTOMER][NEUTRAL] How would I know with my um
[CUSTOMER][NEUTRAL] How do I use my uh
[CUSTOMER][NEUTRAL] Insurance, right?
[CUSTOMER][NEUTRAL] If I go to like the, the general place and stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we can definitely help verify how you can utilize your insurance, but before we proceed, is it possible to get your name and a callback number in the event that we get disconnected, please?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, I'm ready when you are.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right. And what's the number? Uh-huh.
[CUSTOMER][NEUTRAL] And my
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I found my number. I got a number.
[CUSTOMER][NEUTRAL] Uh, the phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. And do you happen to have your policy number by chance?
[CUSTOMER][NEUTRAL] No, I got a, I mean, I think I got a picture of it. Go, it got sent tomorrow.
[CUSTOMER][NEUTRAL] Uncle has money.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] I can do a name search bear with me.
[CUSTOMER][NEUTRAL] The policy is it the is it the policy the policy slash?
[AGENT][NEUTRAL] So, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 025
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 807
[CUSTOMER][NEUTRAL] 67.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for that, Mr. [PII]. Bear with me one moment while I pull you up.
[AGENT][NEUTRAL] And just to verify, Mr. [PII], can you verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I met like my
[CUSTOMER][NEUTRAL] Email or my, or we may go to.
[AGENT][NEUTRAL] Where the mail goes to.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, looks like we had a [PII] address for [PII]. Is that not the correct address? No, [PII], yeah.
[CUSTOMER][NEUTRAL] Oh yeah, oh yeah, yeah, [PII].
[AGENT][NEUTRAL] OK. And that's, what's the city and zip?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. And I'm also showing that we have an email account on file. Can you verify that too for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is it we bought [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. All right, thank you for that. So you stated you were calling today because you wanted to see how you could utilize your dental insurance?
[CUSTOMER][NEUTRAL] Yeah, like how much coverage and stuff do y'all cover?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you want your benefit details then, correct?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Um, since you're inquiring about your specific benefit details, I can let you speak to someone in our benefits department. I'll make sure I get someone before I release you. And I'll also provide them with everything, so you won't have to repeat all that. I will go ahead and let you know that the policy does cover you and your dependent child, and you guys can go to any dental physician.
[CUSTOMER][NEUTRAL] You don't know.
[AGENT][NEUTRAL] Um, you do have a network, which is Carrington. You don't have to use the network, but of course, if you do utilize the network, you may be subject to receive additional discounts on certain things that are rendered, and that varies depending on what's being done. Um, the discounts actually formulated with Carrington and the dental provider. So again, you don't have to use it, but you can.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So it's.
[AGENT][NEUTRAL] There's a number on that card for Carrington that you can call to get your provider network or you can go on to our website [PII] and find a dental provider that way as well.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] All right, Mr. [PII], I'm gonna place you on a brief hold while I get you further assistance on your benefits. Is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] So what [PII] be doing?
[CUSTOMER][NEUTRAL] [PII] will be the, the place for the demo place.
[AGENT][NEUTRAL] The dental providers, but your insurance is American Public Life. It's just you do have a provider network, um, and you can go through the [PII] site, but we also have a search menu on our site that you can use to, to find a dental provider or you can call them. It's however you'd like.
[AGENT][NEUTRAL] To do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So which number is there?
[AGENT][NEUTRAL] Their number, let me look at your card. Give me just a second so I can pinpoint exactly what you're looking at. Bear with me.
[CUSTOMER][NEUTRAL] Just in case.
[CUSTOMER][NEUTRAL] I said yeah, cause I only go to
[CUSTOMER][NEUTRAL] Picture of the car and I don't got physically got my car.
[AGENT][NEUTRAL] Their number's not on there.
[AGENT][NEUTRAL] Oh, yes, it is. It's, it's OK, so you have a picture of the card on the backhand side where it says all claims should be submitted to?
[AGENT][NEUTRAL] Do you see that?
[CUSTOMER][NEUTRAL] No, I only got the, I only got the front line.
[AGENT][NEUTRAL] Oh, OK. So I'll go ahead and email you a temporary card and I'm gonna order you a physical card, so you'll get it in the mail within 5 to 7 business days. Um, but on the back of the card, once you get my email, it's, um, it's a template. And then, of course, the first part of the template is your name, your policy number. On the second part, it says participating providers call [PII].
[AGENT][NEUTRAL] [PII] and I can put that in the email as well.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] All right. So I'm gonna be emailing you a temporary card. I'm gonna order you some physical cards, Mr. [PII]. Is there anything else I can help you with before I transfer you to our benefits department?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Well, it was a pleasure speaking to you and thank you for calling APL. You have a wonderful day and hope, please.
[CUSTOMER][NEUTRAL] And you too.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] in the customer service department. I've got an insured on the back line that's wanting to get some benefit details on his dental insurance, like, what benefits he has and how many cleanings he can have per year.
[CUSTOMER][NEUTRAL] OK, may I have the policy number?
[AGENT][NEUTRAL] 258
[AGENT][NEUTRAL] 0767
[AGENT][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] And his callback number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And you did verify all the demographics.
[AGENT][POSITIVE] Yes, everything is correct, and I'm emailing him temporary cards and ordering physical too.
[CUSTOMER][NEUTRAL] Is this Tadarius?
[AGENT][NEGATIVE] Ti [PII], yeah, I just didn't want to slaughter it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can transfer him.
[AGENT][POSITIVE] All right, here he goes. Thank you and you have a good day.
[CUSTOMER][POSITIVE] Thank you. Thank you.