AccountId: 011433970860
ContactId: 45a57291-1ccd-4238-b76f-e99b8f45d850
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380850 ms
Total Talk Time (AGENT): 197201 ms
Total Talk Time (CUSTOMER): 125129 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/45a57291-1ccd-4238-b76f-e99b8f45d850_20250303T20:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing well, thanks for asking. How about yourself?
[CUSTOMER][POSITIVE] I'm doing well.
[CUSTOMER][NEUTRAL] Um, I just have a few questions. Um, I don't have a policy number, group number, or a
[CUSTOMER][NEUTRAL] The insurance card, I guess.
[AGENT][POSITIVE] OK, I can definitely help you with getting that information.
[CUSTOMER][NEUTRAL] Um, I was trying to
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] 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. Um, my name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh callback number would be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. And if you'll just bear with me one moment, I'm gonna do a name search. And just to verify, can you spell your last name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, and that's what I have.
[AGENT][NEUTRAL] And what was your first name again, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Thank you. What state do you currently reside in, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] OK, thank you for that. Bear with me.
[AGENT][NEUTRAL] Believe I've located your information, but just to make sure this is in fact your policy, can you verify your date of birth and your mailing address for me, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, date of birth is gonna be [PII].
[CUSTOMER][NEUTRAL] And my address is gonna be [PII].
[AGENT][NEUTRAL] Thank you for that, Mr. [PII], and I'm showing we have a personal email on file. Can you verify that too, please?
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. So I am showing that you have two policies with us. You have a dental policy and a term life policy. The dental policy you get cards on, I can actually order you some new cards to be mailed, and you should get them within 5 to 7 business days, but I can also email you temporary cards as well. Would you like for me to send that information to you?
[CUSTOMER][NEUTRAL] Please, ma'am.
[AGENT][NEUTRAL] All right, not a problem at all, Mr. [PII]. So I'm gonna be emailing you. You should receive an email in about 5 or 10 minutes from [PII]. Keep an eye out for it. And again, I'm gonna order cards for your dental. Would you like policy certificates for both policies or just the cards?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Cause the term life doesn't have cards, it's just a policy packet.
[CUSTOMER][NEUTRAL] Sure, well
[CUSTOMER][NEUTRAL] Yeah. Yes, ma'am. I'm really just uh needing the dental cards cause I was trying to make a dental appointment.
[AGENT][NEUTRAL] OK, I understand.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] You were saying Mr. [PII].
[CUSTOMER][NEUTRAL] Oh yes, I was trying to, I wanted to make a dental appointment. I don't know what um area we cover or, you know, what dental office I can use it at or, you know, with the co-pays and things of that sort.
[AGENT][NEUTRAL] Right. So you don't have a network of providers that you're mandatory, that meaning that you have to use. Um, you actually can go to any dental physician, just let them know that you do have dental insurance, and if they'll contact us to verify your benefits and eligibility, we'll be more than glad to assist them with that and provide them the details on how they can file directly with us.
[AGENT][NEUTRAL] Um, if it's somebody you're, you know, you've seen for a couple of years and you want to continue seeing them, you can definitely utilize them. If they don't want to submit the insurance on your behalf, you can submit the claims yourself, um, by you submitting them yourself, we'll review and what's payable, we'll send back to you because you submitted the claims in.
[AGENT][NEUTRAL] But again, you're free standing to see anybody. If you're wanting a little bit more details about what your benefits are, I can let you speak to someone in our claims department, Mr. [PII], that can help you with that.
[CUSTOMER][NEUTRAL] Um, no, ma'am. No, I'm, I'm fine. I just, um, I actually just need the cards and since you said we have basic open policy, um, that's fine, and then, uh, I guess I need the, the numbers, the policy number, and the case they ask for it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um, and I guess the group number?
[AGENT][NEUTRAL] OK, I can provide you with that over the phone right now. um, are you ready?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] Alright, so your policy number is 21.
[AGENT][NEUTRAL] 1
[AGENT][NEUTRAL] 03
[AGENT][NEUTRAL] 95.
[CUSTOMER][NEUTRAL] 95, OK.
[AGENT][NEUTRAL] And your group number is 193.
[CUSTOMER][NEUTRAL] 193.
[AGENT][NEUTRAL] 63.
[CUSTOMER][NEUTRAL] 63, OK.
[CUSTOMER][NEUTRAL] All right, well, that'll work um and since you got the cards ordered email, I think.
[CUSTOMER][NEUTRAL] That's all I need.
[AGENT][NEUTRAL] All right, again, you're gonna be getting some physical copies in the mail as well. Thank you for calling APL Mr. [PII], and before you go, are you sure there's nothing else I can help you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] All right, thanks again. It's been a pleasure speaking to you and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Yes, ma'am, you do the same.
[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.