AccountId: 011433970860
ContactId: 4cfbe7ee-76fe-485c-bacf-35bdd8c80b33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 714979 ms
Total Talk Time (AGENT): 365024 ms
Total Talk Time (CUSTOMER): 202881 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/4cfbe7ee-76fe-485c-bacf-35bdd8c80b33_20250528T15:30_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how you, how are you?
[AGENT][POSITIVE] I'm great. How are you today?
[CUSTOMER][POSITIVE] I'm doing good. Hey, I called earlier because I need some help on seeing which providers I can use for dental and health.
[CUSTOMER][NEUTRAL] Can you hear me? The person told me that I'm supposed to call a number. She gave me the number I called and they told me that if I need a referral for a doctor or something, I gotta call you guys. So I'm calling you guys back.
[AGENT][NEUTRAL] OK, so you're calling to find out about dental and medical providers. Is that correct?
[AGENT][NEUTRAL] And you've spoken to someone at APL.
[CUSTOMER][POSITIVE] Yeah, in my area, yeah, yeah, where, where I, where I can go to, to, to have a service where I can go to, to big things.
[AGENT][NEUTRAL] OK, so you said that you have, OK, so you have spoken to someone here at APL today and they referred you to somewhere else and you call that place and they told you to call APL again?
[CUSTOMER][NEUTRAL] In my area.
[CUSTOMER][NEUTRAL] Yeah, they require me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I called, I, she told me to call multi-service, I think that it's tall or something like that. I saw them and the answering machine basically when I selected that I needed help finding a provider in the area, they just said call the number that is on your member card and hang up.
[CUSTOMER][NEUTRAL] So I'm calling you back guys back because of that.
[AGENT][NEUTRAL] OK, so what I will have to do, yes, I will have to pull your policy information up. I can try and help you with this as to who you will need to contact, um, if it's regarding a network provider in your area.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So first off, who am I speaking?
[CUSTOMER][NEUTRAL] And I, I just
[CUSTOMER][NEUTRAL] I, I just need to see where I can go, like, with my dental plan, which dentist I can go to in my area with, with the health insurance, which doctor I can go to to get a physical in my area. That's all I need.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes sir, and there are different companies that you have to speak to for different things so again I will have to pull up your information to be able to direct you as to who you would need to speak to to provide you the proper information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII]. It's spelled [PII]
[CUSTOMER][NEUTRAL] Second name initial is I [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what, and do you go by [PII], that's your hyphenated name? Is that correct?
[CUSTOMER][NEUTRAL] That's my second last name.
[AGENT][NEUTRAL] OK, what, OK, so how do I need to refer to you?
[CUSTOMER][NEUTRAL] I'm trying to that one.
[AGENT][NEUTRAL] [PII]? OK. And Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] Thank you, and one of your policy numbers, please.
[CUSTOMER][NEUTRAL] I don't have the policy number. I can provide you with the social if that works.
[AGENT][NEUTRAL] OK. What is your social?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], I will need to verify several things with you for security. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII] sorry, [PII].
[AGENT][NEUTRAL] OK, thank you and then also your home mailing address please.
[CUSTOMER][NEUTRAL] That'd be [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you. And lastly, your email address?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, so we do have something different on file for you. What is another email address that you have?
[CUSTOMER][NEUTRAL] Uh, I don't know.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that is the email that we have on file for you. Is that a valid email address for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm going to also send you a user guide, Mr. [PII], for our portal here at APL called the Online Service Center, and when you set up your profile, that's gonna give you access to your ID cards and also your policy information. Now your name in our system.
[AGENT][NEUTRAL] Your last name is [PII], but it does not have a hyphen in it. It's just a space between [PII] and [PII], OK? So that's how you would need to.
[CUSTOMER][NEUTRAL] Yeah, that's how it's supposed to be.
[AGENT][NEUTRAL] OK, and that's how you would need to enter it when you're setting up your profile as well without a hyphen.
[AGENT][NEUTRAL] Um, so give me just one second, I'm gonna go ahead and send you that now this user guide, when you pull up the portal, it may look a little different because we have recently um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well it's in the process of getting some updates done to it, so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But the overall instructions are the same.
[AGENT][NEUTRAL] So give me just one second. That email too that I'm going to send to you will come from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I will put [PII] in the subject line for you so that that's easy to recognize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, just a moment.
[AGENT][NEUTRAL] And again you will also need to make sure that you use um that email the HSM Services LLC when setting up your profile since that's for security purposes it'll have to match what we have on file for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] OK, so that email has been sent to you. Now, on your dental policy, Mr. [PII], there's not a network for your dental policy, so you can select any provider to go to.
[AGENT][NEUTRAL] For your dental services.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK, so I will have to call the banker place to see if we, if they pull bank basically.
[AGENT][NEUTRAL] That that is correct because you do not have, there's not a specific network that you would need to select a provider from to go to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. So, give me just a moment to make it, oh, you're welcome. Give me a moment on the, um, to finish a note on this policy, and then I'll pull up your other policy. If you would like to, you can write down your dental number. Your dental policy number is going to be 260.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK give me one second.
[AGENT][NEUTRAL] Uh-huh, sure.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, you said 260?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 86.
[AGENT][NEUTRAL] 84.
[CUSTOMER][NEUTRAL] 86
[AGENT][POSITIVE] Uh-huh. 84. That is correct.
[CUSTOMER][NEUTRAL] April.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And ID cards were mailed to you, Mr. [PII], to that mailing address back in March, at the end of March.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, I, I got it. I just don't have it with me.
[AGENT][NEUTRAL] Oh, OK. OK, I'm sorry. All right then. Now, let me get your.
[CUSTOMER][POSITIVE] Yeah, I got them at home. I actually told my wife to put it on my nightstand so I can put it on my wallet. I just, I have them put it on my, a little.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ah, oh, OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So on the
[AGENT][NEUTRAL] Other policy that you have with us, your limited benefit plan, your hospital indemnity limited benefit plan, do you happen to have that ID card with you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so the network company for this plan is multi-plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Actually, give me just, no, I don't think that's correct. No, that is not correct. For this plan that you have with us, this limited benefit plan, it also does not have a network affiliated with it.
[AGENT][NEUTRAL] So that means that you can choose also any provider as far as the medical portion as well.
[AGENT][NEUTRAL] Neither one of these two policies are network plans that you have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I just basically have to call around my area and see who would take this insurance.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir, because there's not. Yes, you're not in a network.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] Well, you're welcome and um again that email you should have that for me about setting up your portal. If you need any assistance when you go to do that, Mr. [PII], just give us a call. We'll be very happy to help you with that. And is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] No, that will be all. Thank you for your help.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] You do the same. Thank you.
[AGENT][POSITIVE] All right. Yes, sir. Thank you too.
[AGENT][NEUTRAL] Bye bye.