AccountId: 011433970860
ContactId: 5068e9a7-596c-4142-b598-032e8a8fa33d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 454619 ms
Total Talk Time (AGENT): 266494 ms
Total Talk Time (CUSTOMER): 115245 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/5068e9a7-596c-4142-b598-032e8a8fa33d_20250603T13:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Morning, [PII]. My name is [PII]. I have a question. Um, they never gave me where can I go to see the dental or the eye vision. Is there any way you could send out that information through my email address if I tell you where I live at?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, so you're, you have a policy with our company and you have some questions on network providers, is that correct?
[CUSTOMER][POSITIVE] That is correct, ma'am.
[AGENT][NEUTRAL] Yes, sir. I can try and help you with part of that. So first off, who am I speaking with?
[CUSTOMER][NEUTRAL] So it's gonna be [PII]
[AGENT][POSITIVE] Thank you, Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Oh it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah my ID number you mean?
[AGENT][NEUTRAL] Uh yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] Oh, I see, I see it, I see. I see. It says policy number 020 I mean 02567964.
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. Give me a moment please to get your policy information pulled up and then I will have to verify some things with you first for security. So just one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], any information that I do provide would be a verification of benefits and not a guarantee of payment. If you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] ZIP code [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect, thank you. And the phone number we showed for you is the same as the one that you gave me, so that is your best contact number. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] All right. Thank you. And lastly, your email address please, Mr. [PII]?
[CUSTOMER][NEUTRAL] All small letters [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], thank you very much uh for verifying all of your information. So the policy number you provided me is your dental policy, and that is the only policy you have with APL. We do not offer vision.
[AGENT][NEUTRAL] Um, Mr. [PII], that is not one of our products here at APL. Now, I can see that you enrolled through benefits and a card. So they would be able to provide you with the information on whom you would need to contact regarding your vision. Um, I believe, I can check to see, I believe that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's probably
[CUSTOMER][POSITIVE] Just don't worry about it.
[AGENT][NEUTRAL] Superior vision?
[CUSTOMER][POSITIVE] Yeah, just don't worry about it.
[CUSTOMER][NEUTRAL] Yeah, I think I got the card. I found the other card. They gave me two cards. Well, can we just take care of the dental then, please?
[AGENT][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] OK, so for the dental policy, you, you participate, this plan participates with the Carrington PPO network, which [PII]'s phone number is also on your ID card that you should have received from APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] And then you can also go to our website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] To locate a provider.
[AGENT][NEUTRAL] And I could explain to you, I'm sorry, go ahead with your question.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, the, the only, the only thing I want you to do is just send me a listing of my provider in my area then I could choose them.
[AGENT][NEUTRAL] OK. I don't, yes, sir.
[AGENT][NEUTRAL] Right. I don't have a list that I can send you, but Carrington may have a list that they could provide for you. Um, and I can provide you their phone number, which also should be on your ID card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And who's that again?
[AGENT][NEUTRAL] Carrington.
[CUSTOMER][NEUTRAL] OK, just let me write the number down because I'm, I'm gonna call them.
[AGENT][NEUTRAL] And Carrington
[AGENT][POSITIVE] Well, I'll be happy to connect you with them. I just wanted to let you know that their phone number should also be on your ID card.
[CUSTOMER][NEUTRAL] So is this another uh another provider, another person I have to talk to about what I'm talking to you about, is that correct?
[AGENT][NEUTRAL] APL processes the claims. If you're needing to locate a provider for Carrington, you may either go to our website.
[AGENT][NEUTRAL] To search there by your area by entering in your area information.
[AGENT][NEUTRAL] Or you may also call Carrington.
[AGENT][NEUTRAL] At that [PII]. Do you see that number on your ID card, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, not that number. I got a fax number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Fax number?
[CUSTOMER][NEUTRAL] All right, hold on.
[AGENT][NEUTRAL] On your ID card that you
[CUSTOMER][NEUTRAL] Yeah, can you just please connect, can you, can you just please connect me to the lady that I have to talk to? Can you please do that? Thank you.
[AGENT][NEUTRAL] Yes, sir. I'll be happy to do that. Yes, sir. And then if, when you received your ID cards, it talked about you setting up your profile just so that you can have access to your ID cards and policy information for this general policy with APL by going to our public or our website at [PII].
[AGENT][POSITIVE] And if you choose to do that and need any assistance in setting it up, just again, that's gonna give you access to your ID cards and policy information. You can call us back, Mr. [PII], and we would be happy to help you with that.
[CUSTOMER][NEUTRAL] OK, can you please connect me to the, to the lady, please?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] I can. And is there anything else I can help you with first?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APO and I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, one moment.