AccountId: 011433970860
ContactId: 5007cbb0-95ff-47df-9380-47eef4a0c8a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376369 ms
Total Talk Time (AGENT): 205756 ms
Total Talk Time (CUSTOMER): 93742 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/5007cbb0-95ff-47df-9380-47eef4a0c8a1_20250305T21:54_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] a little
[CUSTOMER][POSITIVE] Hi, good good afternoon, Ms. [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] And um I have insurance with you guys and I was calling to see, could you tell me like which dentist in my area that accept this insurance? Yes, ma'am.
[AGENT][NEUTRAL] OK. You said you're you're wanting to find out about how to find a provider in your area. Is that correct on your dental policy?
[AGENT][NEUTRAL] Yes, sir. I can help you with that and [PII]. What was your last name? I'm sorry, uh there was, there's some background noise and I wasn't able to hear your last name.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] [PII]
[AGENT][POSITIVE] Thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, could you repeat that one more time for me, please? [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, thank you. And your policy number, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] My policy number is
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, let's see, policy number 02579738.
[AGENT][POSITIVE] OK, thank you. So if you'll give me just a couple of moments please to get your information pulled up.
[AGENT][NEUTRAL] OK, and Mr. um, I'm so sorry, Mr. [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] City, state, and zip?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] where
[AGENT][POSITIVE] What was the zip code? I'm so sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 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] Mhm.
[AGENT][NEUTRAL] Thank you and lastly, I do need to add an email address for you, Mr. [PII], so that you can set up your profile in our portal where you can have access to your ID cards and your policy information online.
[CUSTOMER][NEUTRAL] OK, do I have health insurance as well?
[AGENT][NEUTRAL] Well, I'm looking currently, this is your dental.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK, but you know what, do I have health insurance though with you guys?
[AGENT][NEUTRAL] I will need to finish verifying this information before I can provide you any additional information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what
[CUSTOMER][NEUTRAL] Cause I don't, the only reason I asked because I got my dental card, but I didn't, I don't, I haven't received my medical card. But what were, what were your other questions?
[AGENT][NEUTRAL] I need to add your email.
[AGENT][NEUTRAL] Address?
[CUSTOMER][NEUTRAL] Oh, it's my last name, my [PII] [PII].
[AGENT][NEUTRAL] I say [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so this is through your employment with Florida Rock, is that correct? Rock and so, OK. All right. So as far as your dental policy goes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] This is not a network plan, so you may choose any provider to go to.
[AGENT][NEUTRAL] Just give them your, yes, sir, you can choose any provider. There is not a network affiliated with this particular policy.
[CUSTOMER][NEUTRAL] OK, so I can go to any.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And then um let me look at one thing you were talking about, your medical information. One moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so you do also have a limited benefit plan with APO, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] But you said you have not received your ID card for that?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, so let me look to see when that was.
[AGENT][NEUTRAL] So that was mailed [PII] to that address that we have for you on file. Now I can request that another card be mailed to you, but again, once you set up your profile in our portal, I'm going to email you the user guide for our online service center portal.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And once you set up that profile, you will have access to all of your policy information that you for the coverage you have with APL and also uh you will have access to your ID cards.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I will um order those cards to be mailed as well and again that takes about 10 business days for you to receive those in the mail, but I will email you the user guide for the portal in just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, are there any other questions that I can help you with or anything else today?
[CUSTOMER][NEUTRAL] Oh well.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL and I hope that you have a very nice evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes, sir. Thank you very much.
[AGENT][NEUTRAL] Bye-bye.